Abstract
The increase in integration of artificial intelligence (AI) into financial services has introduced new areas for customer interaction management. Banking and fintech institutions increasingly making use of AI-powered systems—including virtual assistants, intelligent chatbots, and automated notification frameworks—to process high volumes of routine customer inquiries at scale. This study empirically examines how such AI-driven communication systems influence perceptions of operational cost efficiency among active users of digital financial platforms. A structured survey was collected from 46 participants who regularly engage with mobile banking, digital payment, or fintech applications. The instrument assessed three core dimensions: user awareness of AI-enabled features, direct interaction experiences with those features, and perceived utility of AI systems in streamlining service delivery. Results indicate that 95.6% of respondents acknowledged the presence of AI features in their financial applications, 80.4% reported direct interaction with AI-driven tools, and 71.8% expressed the belief that AI adoption contributes to reduced operational costs in financial institutions. These results suggest that user acceptance of AI-driven communication tools is sufficiently established to yield meaningful operational efficiencies, particularly within younger, digitally engaged demographics.
Keywords
Artificial Intelligence, Financial Technology, Operational Cost Efficiency, Automated Customer Service, Digital Banking, User Acceptance, NBFC, Fintech
Citations
IRE Journals:
Soumya Mishra, Hitesh Kesarwani "Role of AI-Driven Content in Reducing Operational Cost of Financial Institutions" Iconic Research And Engineering Journals Volume 9 Issue 9 2026 Page 1082-1087 https://doi.org/10.64388/IREV9I9-1715178
IEEE:
Soumya Mishra, Hitesh Kesarwani
"Role of AI-Driven Content in Reducing Operational Cost of Financial Institutions" Iconic Research And Engineering Journals, 9(9) https://doi.org/10.64388/IREV9I9-1715178
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