Generative Ai For Customer Experience In The Banking Sector

The banking sector currently uses Artificial intelligence (AI) techniques in a conservative way, using machine learning, deep learning and the like to solve predictive use cases for the customisation and personalisation of cross-selling, or for the calculation of operational risk or RPA to automate some repetitive tasks and some chatbots or chat advisors in some business sectors. However, since the launch of ChatGPT as part of Generative Artificial Intel-ligence, banks face the challenge of preparing several of their current pro-cesses and solutions to utilise Generative AI. This article shows through the methodology of reviewing the state of the art of AI for the banking sector that in the coming years Generative AI may help to be a solution for use cas-es in customer experience and personalisation. As main result the finding shown that Generative AI is a very new field not only in the banking or fi-nancial industry, but they are preparing their processes to be able to attend and understand the new and emerging models for customers customisation and personalisation in banking products and services. In conclusion, banks must incorporate Generative AI to respond appropriately to the needs of their clients.