Consumers’ Perception of Artificial Intelligence in Banking Sector

¹ National Research Tomsk State University, 36 Lenin Avenue, 634050, Tomsk, Russia
² National Research Tomsk Polytechnic University, 30 Lenin Avenue, 634050, Tomsk, Russia

^* Corresponding author: marybox@inbox.ru

Abstract

In the article, we analyze the impact of artificial intelligence (AI) on banking development. Banks implement AI to provide digital assistance and financial advice to clients, measure their financial standing etc. The paper also includes cases of the AI solutions marketing and some ideas of brand-new banking AI-based services. Despite the rapid spreading of AI across the different spheres, its efficiency is based, primarily, on consumers` attitude and loyalty to this technology. Our research shows that Russian business and consumers perceive AI in a positive light. Sberbank specialists have a positive attitude to the AI implementation in their work, consider these solutions as assistance in performing routine operations and are not afraid of dismissals. They use AI solutions both at work and in everyday life. The emerging fears are associated with possible technical failure, unauthorized transmission of personal data, lack of privacy, and unexpected consequences of AI implementation. However, in general, experts understand that the future of the financial sector is connected with this technology. According to Sberbank employees, consumers tend to demonstrate a certain level of mistrust to AI, which could result from misunderstanding of how this technology works, and what impact it has on their ways of life. Meanwhile, the level of AI resistance from both sides decreases with time. Therefore, state and financial mediators could create necessary conditions for banking development based on modern technologies.