AI-DRIVEN FINANCIAL SERVICES: TRANSFORMING BANK OPERATIONS AND CUSTOMER EXPERIENCE GLOBALLY

The rapid development of artificial intelligence (AI) has significantly transformed the global financial services sector, particularly banking operations and customer experience. This article examines the role of AI-driven technologies in reshaping traditional banking models, enhancing operational efficiency, improving risk management, and personalizing customer services. The study analyzes key AI applications such as machine learning, natural language processing, chatbots, robo-advisors, and predictive analytics, highlighting their impact on decision-making processes and service delivery. Using a qualitative analytical approach, the research explores global trends, challenges, and future prospects of AI adoption in banking. The findings demonstrate that AI-driven financial services contribute to cost reduction, increased transparency, and improved customer satisfaction, while also raising ethical, regulatory, and security concerns. The article provides theoretical insights and practical implications for policymakers, financial institutions, and researchers.

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