Author(s)
Ashutosh Kumar , Dr. Ritu Bharti
- Manuscript ID: 140468
- Volume: 2
- Issue: 6
- Pages: 1062–1077
Subject Area: Other
Abstract
Axis Bank has adopted various AI-powered technologies such as chatbots, automated customer support, predictive analytics, and fraud detection systems to enhance customer experience.
This study examines the impact of Artificial Intelligence on customer experience in Axis Bank. A descriptive research design was used, and primary data were collected through a structured questionnaire consisting of 25 questions from 100 Axis Bank customers using the convenience sampling method. Secondary data were obtained from journals, books, reports, and official websites.
The findings indicate that most customers are aware of AI-based banking services and are satisfied with the convenience, speed, and efficiency they provide. The study concludes that Artificial Intelligence has positively improved customer experience at Axis Bank by enhancing service quality, security, and overall customer satisfaction.