Role of AI Chatbots in Russian Commercial Banks: A Deep Dive Into Challenges and Best Practices

This thesis explores the current state of Artificial Intelligence (AI) technology, its capabilities and applications in the banking industry, as well as its potential to improve banking processes. The study also examines the current and future adoption of Artificial Intelligence in banking and the challenges that financial institutions face in implementing this technology. In addition, as part of the dissertation, a number of interviews were conducted with representatives of Alfa Bank, as well as a survey was conducted to analyze public sentiment regarding the introduction of new types of technologies in relation to such sensitive areas as the banking sector. The aim of the sentiment analysis is to capture the opinions and perceptions towards the current and future role of AI in banking. Overall, the research findings suggest a positive outlook towards the use of Artificial Intelligence in the banking industry, with many experts anticipating substantial benefits to the sector. However, as Artificial Intelligence technology is still at a nascent stage, there is a degree of uncertainty around the specific future applications and the full extent of its adoption in banking. Moreover, the sentiment analysis reveals mixed feelings regarding the future competitiveness of banks with the rise of Artificial Intelligence to the financial sector who are better equipped at leveraging this technology than traditional banks.