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Gen ai in banking: potential impact and customer acceptance
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This paper investigates the use of GenAI in retail banking, focusing on its potential impact on
customer intimacy. By incorporating an extensive literature review, this study offers an in-depth
assessment of GenAI's capabilities and its anticipated influence on banking relationships.
Additionally, it addresses significant challenges such as data security, inherent biases, and
transparency. Survey results reveal a polarized opinion regarding GenAI in banking; however,
the majority suggests that improved data security could enhance trust. The analysis concludes
with recommendations for banks to foster a secure and client focused integration of GenAI.
Therefore, the paper contributes valuable insights into the transformative potential of GenAI in
banking, serving as a critical resource for both scholars and practitioners.
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Genai Banking Customer interaction Technological innovation CEMS MIM