Customer Behaviour Analysis with AI Implementation at Banks Operating in Azerbaijan
Date Issued
2022
Author(s)
Abbasova, Gunay
Abstract
The technological disruption is redefining the industries and altering the way commercial
establishments operate, and each are of business is evaluating selections and implementing ways
in order to make value in the innovative world. Since we entered fourth industrial revolution,,
machine-learning and artificial intelligence innovation are powering automation of business in
progressively much more sectors, from scheming optimum transport loads to sifting loan
applicants less of the human contribution. One of the foremost industries being impacted by these
alterations is banking segment, which is experiencing revolutionary vicissitudes, the most
imperative of them being the upsurge in customer centeredness. This research aims to examine the
customer behaviour analysis with artificial intelligence implementation at the banks functioning
in Azerbaijan. In doing so, this research explores the existing literature on the AI and banking
sector, analyses the AI implementations of the banks operating in Azerbaijan, and studied the ways
customers react to these implementations. This research utilizes the compounds of the theorical
and empirical research methods. As such, there will be survey-based primary research, which will
aim at understanding and describing the approaches of the bank customers in Azerbaijan to the
AI-powered applications and solutions of the banks. In addition to this, there will be structured
interviews with the IT departments of large banks operating in Azerbaijan, with the aim of
understanding which AI applications they currently utilize, and what are the benefits and
challenges of implementing them.
establishments operate, and each are of business is evaluating selections and implementing ways
in order to make value in the innovative world. Since we entered fourth industrial revolution,,
machine-learning and artificial intelligence innovation are powering automation of business in
progressively much more sectors, from scheming optimum transport loads to sifting loan
applicants less of the human contribution. One of the foremost industries being impacted by these
alterations is banking segment, which is experiencing revolutionary vicissitudes, the most
imperative of them being the upsurge in customer centeredness. This research aims to examine the
customer behaviour analysis with artificial intelligence implementation at the banks functioning
in Azerbaijan. In doing so, this research explores the existing literature on the AI and banking
sector, analyses the AI implementations of the banks operating in Azerbaijan, and studied the ways
customers react to these implementations. This research utilizes the compounds of the theorical
and empirical research methods. As such, there will be survey-based primary research, which will
aim at understanding and describing the approaches of the bank customers in Azerbaijan to the
AI-powered applications and solutions of the banks. In addition to this, there will be structured
interviews with the IT departments of large banks operating in Azerbaijan, with the aim of
understanding which AI applications they currently utilize, and what are the benefits and
challenges of implementing them.