IMPLEMENTATION OF AI CHATBOTS AND ROBO-ADVISORS IN BANKING: TRANSFORMATION OF CUSTOMER BEHAVIOR AND SERVICE QUALITY
- Authors
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Madinabonu Xasanboyevna Abdullayeva
Senior Lecturer, PhD Tashkent State University of Economics Department of Finance and Financial Technologies
Author
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- Keywords:
- Artificial intelligence, chatbot, robot consultant, banking system, client behavior, digital transformation, quality of service, banks of Uzbekistan.
- Abstract
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This article examines how the implementation of artificial intelligence technologies, specifically AI chatbots and robo-advisors, in the banking sector of the Republic of Uzbekistan has transformed customer behavior and service quality. The topic is highly relevant in the context of the modern digital economy, as rapid advancements in artificial intelligence technologies have led banks to gradually adopt AI chatbots and robo-advisors in recent years. The main objective of the study is to identify the impact of AI technologies on the operational efficiency of the banking system, customer trust, and service quality indicators. The research utilizes data obtained from the Central Bank of the Republic of Uzbekistan, the Statistics Agency, and the research division of the international consulting company McKinsey & Company. The article also analyzes the role of the “Digital Uzbekistan – 2030” Strategy, the Law “On Banks and Banking Activities,” and presidential decrees in promoting the digital transformation of the banking sector. The methodology is based on a “before-and-after” analysis approach and comparative international analysis methods.The findings indicate that, according to the Central Bank of the Republic of Uzbekistan’s Digital Banking Services Statistical Reports [1], the average service time in eight commercial banks that implemented AI chatbots decreased from 4.8 minutes to 2.1 minutes during the period 2022–2024.
- References
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1.Central Bank of the Republic of Uzbekistan. Statistics Database. Available at: https://cbu.uz/uz/statistics
2.McKinsey & Company. (2023). The Future of AI in Banking.
3.Decree of the President of the Republic of Uzbekistan No. PF-5992. Available at: https://lex.uz/ru/docs/-4811025
4.Alt, M.-A., Vizeli, I., & Saplacan, Z. (2021). Banking with a Chatbot: A Study on Technology Acceptance. Available at: https://reference-global.com/article/10.2478/subboec-2021-0002
5.Kaakandikar, R., Thombare, R. B., Nikam, S. S., Karamore, V. M., & Wadmare, S. B. Study of Customer Perception of AI-Driven Chatbots in Banking Services. Available at:https://acr-journal.com/article/study-of-customer-perception-of-ai-driven-chatbots-in-banking-services-974
6.Mamadiyarov, Z. The Role of Artificial Intelligence in Enhancing Digital Banking Services. Available at: https://worldejurnal.ru/index.php/ajmws/article/view/51
7.World Bank. (2024). Fintech in Emerging Markets: Adoption, Regulation, and Risk. Washington, DC: World Bank.
8.Statistics Agency under the President of the Republic of Uzbekistan. (2024). Digital Economy Indicators of the Republic of Uzbekistan. Tashkent, Uzbekistan.
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- Published
- 2026-06-10
- Issue
- Vol. 2 No. 6 (2026)
- Section
- Articles
- License
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This work is licensed under a Creative Commons Attribution 4.0 International License.
