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Transforming Customer Experience with AI Chatbots and Virtual Assistants in Financial and Health Services
Subject area: Science,Engineering and Technology · Area of research: Artificial Intelligence
Abstract
Artificial Intelligence (AI) is transforming customer engagement through the widespread use of chatbots and virtual assistants, particularly in the financial and healthcare sectors. These AI-powered conversational systems offer real-time support, improve service accessibility, and reduce operational burdens. In the financial domain, chatbots assist with tasks such as transaction support, account inquiries, and fraud detection. In healthcare, virtual assistants are being used for appointment scheduling, symptom checking, and patient education. This paper explores the evolution, applications, and challenges associated with conversational AI in these two critical sectors. It highlights the importance of transparency, ethical design, and user trust in deploying such systems. The discussion includes current implementations, limitations, and future directions, emphasizing the need for privacy-preserving and domain-adaptive AI solutions. The findings suggest that AI-driven chatbots and virtual assistants hold significant promises for enhancing customer experience and operational efficiency across both industries.
Keywords
Artificial Intelligence, Chatbots, Virtual Assistants, Customer Experience, Finance, Healthcare, Natural Language Processing, Conversational AI, Intelligent Systems, User Engagement
How to cite this paper
@article{1709003,
author = {Direesh Reddy Aunugu, Vijayalaxmi Methuku, Nagarjuna Nellutla},
title = {Transforming Customer Experience with AI Chatbots and Virtual Assistants in Financial and Health Services},
journal = {Iconic Research And Engineering Journals},
year = {2022},
volume = {6},
number = {5},
pages = {253-257},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1709003.pdf},
abstract = {Artificial Intelligence (AI) is transforming customer engagement through the widespread use of chatbots and virtual assistants, particularly in the financial and healthcare sectors. These AI-powered conversational systems offer real-time support, improve service accessibility, and reduce operational burdens. In the financial domain, chatbots assist with tasks such as transaction support, account inquiries, and fraud detection. In healthcare, virtual assistants are being used for appointment scheduling, symptom checking, and patient education. This paper explores the evolution, applications, and challenges associated with conversational AI in these two critical sectors. It highlights the importance of transparency, ethical design, and user trust in deploying such systems. The discussion includes current implementations, limitations, and future directions, emphasizing the need for privacy-preserving and domain-adaptive AI solutions. The findings suggest that AI-driven chatbots and virtual assistants hold significant promises for enhancing customer experience and operational efficiency across both industries.},
keywords = {Artificial Intelligence, Chatbots, Virtual Assistants, Customer Experience, Finance, Healthcare, Natural Language Processing, Conversational AI, Intelligent Systems, User Engagement},
month = {November},
}