The integration of chatbots in the financial sector has significantly improved customer service processes, providing efficient solutions for query management and problem resolution. These automated systems have proven to be valuable tools in enhancing operational efficiency and customer satisfaction in financial institutions. This study aims to conduct a systematic literature review on the impact of chatbots in customer service within the financial sector. A review of 61 relevant publications from 2018 to 2024 was conducted. Articles were selected from databases such as Scopus, IEEE Xplore, ARDI, Web of Science, and ProQuest. The findings highlight that efficiency and customer satisfaction are central to the perception of service quality, aligning with the automation of the user experience. The bibliometric analysis reveals a predominance of publications from countries such as India, Germany, and Australia, underscoring the academic and practical relevance of the topic. Additionally, essential thematic terms such as “artificial intelligence” and “advanced automation” were identified, reflecting technological evolution in this field. This study provides significant insights for future theoretical, practical, and managerial developments, offering a framework to optimize chatbot implementation in highly regulated environments.
The paper assesses the threshold at which climate change impacts banking system stability in selected Sub-Saharan economies by applying the panel threshold regression on data spanning 1996 to 2017. The study found that temperature reported a threshold of −0.7316 ℃. Further, precipitation had a threshold of 7.1646 mm, while the greenhouse gas threshold was 3.6680 GtCO2eq. In addition, the climate change index recorded a threshold of −0.1751%. Overall, a non-linear relationship was established between climate change variables and banking system stability in selected Sub-Saharan economies. The study recommends that central banks and policymakers propagate the importance of climate change uncertainties and their threshold effects to banking sectors to ensure effective and stable banking system operations.
The expanding adoption of artificial intelligence systems across high-impact sectors has catalyzed concerns regarding inherent biases and discrimination, leading to calls for greater transparency and accountability. Algorithm auditing has emerged as a pivotal method to assess fairness and mitigate risks in applied machine learning models. This systematic literature review comprehensively analyzes contemporary techniques for auditing the biases of black-box AI systems beyond traditional software testing approaches. An extensive search across technology, law, and social sciences publications identified 22 recent studies exemplifying innovations in quantitative benchmarking, model inspections, adversarial evaluations, and participatory engagements situated in applied contexts like clinical predictions, lending decisions, and employment screenings. A rigorous analytical lens spotlighted considerable limitations in current approaches, including predominant technical orientations divorced from lived realities, lack of transparent value deliberations, overwhelming reliance on one-shot assessments, scarce participation of affected communities, and limited corrective actions instituted in response to audits. At the same time, directions like subsidiarity analyses, human-cent
Copyright © by EnPress Publisher. All rights reserved.
