Artificial Intelligence and Robotics Commons^™

Understanding Human-Centred Artificial Intelligence In The Banking Sector, Krishnaraj Arul Obuchettiar, Alan @ Ali Madjelisi Megargel

Research Collection Lee Kong Chian School Of Business

The advent of smart digital devices and social media has shaped how consumers interact and transact with their financial institutions. Consumers increasingly want hyperpersonalised interactions that are more frequent and proactive, while financial institutions have a growing need to cater to consumers’ new demands. Financial institutions, such as banks, continuously adapt to the latest technologies to keep pace with evolving customer behaviours, needs, and experiences. One such emerging technology is artificial intelligence (AI). Many organisations realise the potential of AI; however, a human-centred AI system must be capable of understanding human characteristics and making decisions like humans. This paper presents …