This paper examines customer perception of AI-driven chatbots in banking services, exploring their role in enhancing customer experience and operational efficiency in the financial sector. With the growing reliance on digital solutions in banking, AI-powered chatbots have emerged as a crucial tool for providing personalized and instant customer service. The study reviews existing literature, analyses case studies from various banking institutions, and assesses the impact of AI chatbots on customer satisfaction, trust, and service accessibility. In addition, the research delves into the challenges to widespread adoption, including concerns related to data privacy, the perceived impersonal nature of AI interactions, and the accuracy of AI responses. The paper also investigates customer willingness to embrace AI-driven chatbots and highlights the factors that influence their acceptance, such as convenience, reliability, and transparency. The findings offer valuable insights into how AI chatbots are transforming customer service in the banking industry, providing recommendations for improving AI chatbot design and communication strategies to foster trust and customer loyalty..
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