Earticle

초록

영어

Artificial Intelligence (AI) and the technologies powered by AI fuel the fourth industrial revolution. Being the primary adopter of such innovations, banking has recently started using the most common AI-based technology, i.e., conversational agents. Although research extensively focuses on this niche area and provides bibliometric understanding for such agents in other industries, a similar review with scientometric insights of the banking literature concerning AI conversational agents is absent till date. Furthermore, in the era following the pandemic, banks are faced with the imperative to provide solutions that align with the changing landscape of remote consumer behavior. As a result, banks are proactively integrating technology-driven solutions, such as automated agents, to effectively address the growing demand for remote customer support. Hence more research is needed to perfect such agents. In order to bridge these existing gaps, the present study undertook a comprehensive examination of two decades’ worth of banking literature. A meticulous review was conducted, analyzing approximately 116 papers published from 2003 to 2023. The aim was to provide a scientometric overview of the topic, catering to the research needs of both academic and industrial professionals. Holistically, the study seeks to present a macro-view about the existing trends in AI based banking conversational agents’ literature while focusing on quantity, qualitative and structural indicators that are effectively necessary to offer new directions for the AI-based banking solutions. Our study, therefore, presents insights surrounding the literature, using selected techniques related to performance analysis and science mapping.

목차

ABSTRACT
Ⅰ. Introduction
Ⅱ. Data and Methods
2.1. Stage 2: Selecting an analysis method
2.2. Stage 3: Gathering the Necessary Data
2.3. Stage 4: The Analyses
Ⅲ. Results
3.1. Performance Analysis
3.2. Science Mapping
Ⅳ. Discussion on Present Thematic Clusters and Potential Research Trajectories
4.1. Language Processing
4.2. Technology Acceptance
4.3. Design
4.4. Transformation
Ⅴ. Limitations and Future Research Directions
Ⅵ. Conclusion
6.1. Academic Contributions
6.2. Practical Contributions

저자

• Eden Samuel Parthiban [ Research Fellow, Department of Management Studies, NIT Hamirpur, India ] Corresponding Author
• Mohd. Adil [ Associate Professor, NIT Hamirpur, India ]

참고문헌