Chatbot AI: A Pioneer of Change in the Indonesian Digital Banking Industry

Putu Lola Novialita, Chairil Afandy

Abstract


The development of AI (Artificial Intelligence) technology is currently growing rapidly and is widely applied in various fields, including digital banking. Facing the digital era, the banking industry is increasingly striving to provide more efficient and responsive services to its customers. Chatbot is a solution that is considered capable of achieving these goals. This research was conducted with the aim of describing the use of AI chatbots in digital banking services. This research uses descriptive analysis with a quantitative approach. Data was collected using documentation study techniques. The results of this study show that 12 of local banks in Indonesia have used AI Chatbot in improving their service quality. AI chatbots work more effectively and can respond to customers around the clock in a simple and independent way. In addition, implementing AI chatbots in the context of digital transformation is the right strategy to compete in this industry

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