Building a banking chatbot that uses Artificial Intelligence Algorithms that analyse user queries

Author

Ngungunyani, Tsungai S.

Title

Building a banking chatbot that uses Artificial Intelligence Algorithms that analyse user queries

Abstract

Chatbots have increasingly gained popularity in many companies around the globe due to the chatbot’s ability to be both efficient and productive. The banking sector in various parts of the world has adopted the use of chatbot technology for efficiency and productivity since the chatbot can work around the clock 24/7. This exploratory research is focused on how chatbots can be both useful to all bank stakeholders, that is its staff and the customers. In order to get an understanding of what the chatbot could do an understanding as to how queries are addressed was crucial. This project aimed to implement a mobile based chatbot to assist with banking queries. The researcher found the produced prototype to be very useful to justify the need for a modern method of interaction to be integrated into the chatbot. In an industry with lower user satisfaction rates and limited technology to help assist user with their queries. It is clear that the chatbot can overcome the challenges faced by the customer service department with regards to helping customers with their problems.

Date

June 2025

Publisher

BUSE

Keywords

Chatbot

Artificial intelligence

Queries

Supervisor

Mr. Chikwiriro,