An Analysis on the Adoption of Chatbots in the Banking Sector of Hong Kong-Reference-Cited by-同舟云学术

An Analysis on the Adoption of Chatbots in the Banking Sector of Hong Kong

Published:2023-06-23 Issue: Volume: Page:245-262
ISSN:2327-350X
Container-title:Digital Entrepreneurship and Co-Creating Value Through Digital Encounters
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Author:

So Stuart¹

Affiliation:

1. University of Exeter, UK

Abstract

In view of the fierce competition and rapidly changing business environment in the banking and finance industries, many banks have been progressively shifting their retail banking services online. With the aim of streamlining operations and improving customer service, the burgeoning use of artificial intelligence (AI) in the banking industry accelerates the adoption of various AI-based technologies. This chapter conducted a case study on Fubon Bank, researching the adoption of chatbots in the Hong Kong banking industry. A chatbot development framework for e-banking is being developed. Lastly, a comparison of chatbot services among three local banks in Hong Kong is provided.

Publisher

IGI Global

Reference28 articles.

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