Volume 15, Issue 10 · IJARST · ISSN 2319-1783 / 2320-1126

THE IMPACT OF AI ADOPTION ON BANKER PRODUCTIVITY AND SERVICE QUALITY

THE IMPACT OF AI ADOPTION ON BANKER PRODUCTIVITY AND SERVICE QUALITY is an open-access, peer-reviewed research paper by Ms. Kondapalli Pavani, Mr. Youmeshwar Ramdhony, Abdul Riyas E M, Mr. Alok Usheej, Mr. Gaurishankar Swami, published in Volume 15, Issue 10 of the International Journal of Advanced Research in Science and Technology (IJARST), a UGC-approved journal (Print ISSN 2319-1783, Online ISSN 2320-1126).

Author

Ms. Kondapalli Pavani, Mr. Youmeshwar Ramdhony, Abdul Riyas E M, Mr. Alok Usheej, Mr. Gaurishankar Swami

Abstract

Retail and commercial banking are being transformed by the speedy adoption of artificial intelligence (AI) technology such as robotic process automation (RPA), credit scoring using machine learning, natural language chatbots and predictive analytics. This paper examines two outcomes of banker (front and back office employee) productivity and service quality perceived by customers resulting from the implementation of AI. It presents a mixed methods design with secondary operational data provided by 3 commercial banks (2024-2025) with three questions that measure changes in task-completion rates, query-resolution time, error rates, and customer satisfaction (CSAT) scores before and after AI-enabled process changes, along with a structured survey of 214 banking professionals across retail, credit and customer-service functions. Using descriptive statistics, paired-sample comparisons and correlation analysis, the research has statistically proven a marked improvement in productivity along all of the banking activities measured, with an average increase of 68%, and a similar improvement in closed-loop measures of service quality such as query-resolution time, which dropped from an average of 48 to 12 hours over eight-quarters, and CSAT, which rose from 71% to 89%. The results of the regression indicated a close positive correlation (r ~ 0.81) between high level of AI use and a productivity composite. But the results also indicate that there is a moderate level of employee concern about: The paper finds that when AI is adopted, there is an increase in productivity and service quality that can be measured, and offers suggestions for future research that should include further investigation into long-term workforce implications and ethics.

Keywords: Artificial Intelligence, Banking Sector, Banker Productivity, Service Quality, Digital Transformation, Robotic Process Automation, Customer Satisfaction

DOI: https://doi.org/10.62226/ijarst20262841

 

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Ms. Kondapalli Pavani, Mr. Youmeshwar Ramdhony, Abdul Riyas E M, Mr. Alok Usheej, Mr. Gaurishankar Swami — “THE IMPACT OF AI ADOPTION ON BANKER PRODUCTIVITY AND SERVICE QUALITY.” International Journal of Advanced Research in Science and Technology (IJARST), Volume 15, Issue 10.

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