| dc.description.abstract | The research is on the role of AI-powered voice assistants to enhance the experience
of the customer and the retention rate of clients of banking applications in Sri Lanka
by overcoming elements such as language barriers, excessive waiting periods, and
weak security systems. To overcome the language barrier, the – AI assistant enables
customers to use the mobile banking application in the Sinhala, Tamil, and English
languages. The barriers are together put aside as the customers speak to the application
and their problem is solved. Presenting instructions in a structured format allows
the users to eliminate several rudimentary tasks of interacting with pivotal services
including, checking account balances, sending money, and paying bills. The results
show that voice-driven interactions with AI chatbots guarantee improved presence of
users in the system and, such advances help users to resolve fundamental problems
caused by low literacy levels and lack of assistance at critical times. This study offers
significant insights to banking institutions that aim at enhancing their AI-powered voice
assistants to provide a more holistic and effective digital ecosystem for the clients in
the said country. | en_US |
