© AUG 2024 | IRE Journals | Volume 8 Issue 2 | ISSN: 2456-8880

The Necessity of Artificial Intelligence in Banking: A

Literature Review
AGBALAJA, KAYODE ERIC
Member, Nigerian Institute of Management

Abstract- The manifold digital innovations and I. INTRODUCTION

technological advancements in traditional banking
came quickly due to changing customer expectations, Artificial Intelligence (AI) has significantly influenced
thanks to the FinTech companies that sprung up the different industries, transforming company operations
general digitalisation of developing and developed and customer interactions. In banking, AI can
societies. In retrospect, the significant move to the significantly change established procedures and
digital economy has been a win for everyone promote innovation. This study intends to investigate
involved: financial inclusivity, customer retention, the importance of artificial intelligence (AI) in the
easier fraud detection and a faster economy. banking industry, highlighting its crucial role in
Artificial Intelligence (AI) is transforming multiple boosting customer experience, increasing operational
industries, including banking. This paper explores efficiency, reducing risks, and promoting innovation.
the essential role of artificial intelligence (AI) in the According to Jakšič & Marinč (2018), the banking
banking industry, focusing on improving customer sector has undergone a crucial transformation, mostly
experience, enhancing operational efficiency, due to the general digitalisation of all aspects of human
reducing risks, and promoting innovation. This study life and partly due to competition from FinTech
examines the current use of AI in banking and startups. Neo-banks are wooing customers with
predicts future developments, emphasising AI's disruptive innovation in the form of unique products.
crucial role in influencing the banking industry's Technologies such as Automated Teller Machines,
future. Artificial Intelligence (AI), from its inception, Point of Sale, debit cards and credit cards, e-banking,
has inspired the idea of many technologies that are mobile banking (Angko, 2013), Cross-country money
in place at present. In recent times, integrating transfers, Instant payments, Chatbots and advanced
artificial intelligence in banking is necessary to gain KYC methods with biometrics (Fares et al., 2023)
a competitive advantage over modern banks and have revolutionized the banking system. Some of
FinTechs and avoid complacency. While AI is not a these technologies are based on artificial intelligence
new aspect of technology, the recent 2022 boom in its applications (Dobrescu & Dobrescu, 2018).
use has exposed more opportunities than ever before.
This makes it imperative for the banking sector to Artificial Intelligence includes several technologies
adopt some of its uses, for example, early fraud that allow machines to imitate human intelligence,
detection, 24/7 customer support, personalized such as machine learning, natural language
banking services, unbiased credit scoring, financial processing, computer vision, and robotics (Mehrotra,
advisory services, and real-time digital payment 2019). Banks use these technologies to analyse large
solutions. This study reviews the necessity for volumes of data, automate tasks, and get valuable
integrating AI in banking, focusing on possible insights, leading to the discovery of new opportunities
applications, current use cases and potential risks and improvements in efficiency.
and challenges in adopting artificial intelligence.
This paper concludes that while the benefits The banking sector is crucial in the global economy,
outweigh the risks, provided measures are in place, it acting as the foundation for financial transactions,
is essential for banks looking to adopt AI-based investments, and economic development. Banks are
solutions to perform extensive research. required to adjust to evolving client expectations,
regulatory demands, and competitive challenges due
Indexed Terms- Artificial intelligence, Banking, to the emergence of AI. Banks may achieve a
Digitalisation, Adoption, FinTech. competitive advantage, promote sustainable growth,

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and provide exceptional value to clients by utilising AI The incorporation of AI in banking is not recent but
technology. results from years of research, testing, and
technological progress. The origins of AI in banking
This paper argues that AI is essential, not just a luxury, date back to the early 1950s when initial efforts were
for banks aiming to succeed in a progressively made to create computer programmes capable of doing
digitised and networked environment. Banks can activities that traditionally demanded human
address the changing demands of consumers and intelligence. AI technologies started becoming
stakeholders by utilising AI-powered solutions to popular in the banking industry in the late 20th century
personalise services, optimise operations, mitigate due to improved processing power, data storage, and
risks, and foster innovation. This article intends to algorithmic methodologies.
analyse AI applications in banking to provide insights
into AI's revolutionary potential and its crucial role in During the 1990s, the introduction of neural networks,
determining the future of banking. expert systems, and decision support systems led to the
first use of AI in the banking sector. Early AI systems
Problem Statement primarily focused on automating regular jobs like data
Despite the adoption of technology, the banking entry, transaction processing, and risk assessment.
industry still faces numerous challenges due to Although basic compared to current standards, these
increasing operational costs, information overload, systems established the groundwork for advanced AI
always-revolving customer expectations, applications developed in the following years.
cybersecurity threats, increasing regulatory demands
and competition from fintech startups and tech giants. AI technologies in banking expanded in the early 21st
These challenges highlight the need for innovative century due to the rapid increase in digital data, the
solutions, which certain aspects of AI can offer. emergence of machine learning algorithms, and the
introduction of cloud computing. Banks started using
Aim of the Paper AI algorithms to improve fraud detection, credit
The paper aims to outline the necessity of artificial rating, and customer service, signalling the beginning
intelligence in banking. This will be achieved by of a new era in banking technology. Banks
examining its effects on operational efficiency, increasingly depended on AI-driven solutions to
customer satisfaction, personalised product enhance operations, manage risks, and stimulate
development, fraud detection, and risk management. corporate growth as AI capabilities advanced.
Additionally, the paper will address the potential risks
and ethical guidelines that need to be followed when • Emergence of AI in Banking:
adopting AI in the banking industry. The past decade has witnessed a rapid acceleration in
the adoption of AI technologies across the banking
Research Questions sector, driven by several key factors:
To address the current problems, this paper will
answer the following key questions: a) The banking business has experienced a significant
i. What are the current use cases of AI in the banking increase in data due to the widespread use of digital
industry, and how are major banks around the channels, mobile devices, and IoT sensors. Banks
world leveraging this technology? are overwhelmed with extensive volumes of
ii. What are the potential benefits and risks associated structured and unstructured data, such as
with integrating AI into banking? transaction records, customer profiles, social
iii. What are the ethical considerations and regulation media activities, and market trends. AI
policies to consider with AI adoption in banking? technologies allow banks to utilise this data to
iv. What is the future outlook for AI in banking? obtain practical insights, recognise patterns, and
make decisions based on data analysis.
Evolution of Banking with AI:
• Historical Perspective b) Stringent regulations require banks to implement
strong risk management and compliance practices.

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AI enables banks to automate regulatory reporting, Outline of Current Research

monitor transactions for suspicious activities, and Integrating AI into the banking industry has garnered
verify compliance with regulatory standards. By significant research interest from academics and
utilising AI-powered solutions, banks may professionals. Generally, these researchers are majorly
optimise compliance processes, minimise focused on the possible applications and benefits. Ng
operational risks, and save expensive penalties. (2016) explores how AI can help with loan
applications. Digalaki (2022) in Business Insider
c) The banking business is experiencing a significant proposes that the uses of AI are beneficial to retail
change due to technology advancements, evolving banking and investment banking, fraud detection, and
customer demands, and the emergence of non- risk management. However, some researchers, for
traditional competitors. Fintech startups and large example, Ashta & Herrmann (2021), Ahmed (2022)
technology companies are revolutionising and Rao et al. (n.d.) explore some risks associated with
conventional banking methods through cutting- AI and barriers that need to be overcome. These
edge products and services driven by artificial include, but are not limited to, bias, illegal data
intelligence. Banks must adopt AI technologies to collection, wrong choice of algorithms, data privacy
be competitive, stand out, enhance client and data losses.
experiences, and seize new market prospects.
Relevance of the Topic
d) Customer expectations include personalised, The topic of exploring the necessity of AI in banking
convenient, and seamless banking experiences is very relevant in today's age, where AI is reshaping
across digital and physical channels. AI allows old and new industries. The importance of AI in
banks to fulfil these expectations through banking extends beyond just the banks themselves.
providing tailored product suggestions, proactive Integrating AI into banking has significant
customer support, and user-friendly self-service implications for the industry, the global economy,
features. Banks can improve customer interaction, policymakers, and its stakeholders. AI proposes the
increase brand loyalty, and boost revenue growth opportunity to reimagine the industry's current
by using AI-powered chatbots, virtual assistants, landscape, which has potential benefits for banks,
and predictive analytics. stakeholders, and customers. Banks can gain a
competitive advantage, enhance operational
• Growth and Adoption Rates: efficiency, and retain and expand their customer base.
Banks have significantly increased their use of AI in Stakeholders and customers can benefit from
recent years, investing extensively in AI-driven personalized financial services, improved security
solutions to enhance competitiveness and facilitate measures, and a seamless banking experience.
digital transformation. The global AI in banking
market is forecasted to reach $41.1 billion by 2026, Research Process
with a compound annual growth rate (CAGR) of This research paper is based on a thorough review of
23.5% from 2021 to 2026, as stated in a report by existing academic papers, reports, and industry articles
Research and Markets. The rise is fueled by a rising related to the implementation of artificial intelligence
need for AI-driven solutions to boost customer in the banking sector. It also includes the analysis of
experience, enhance operational efficiency, and case studies of current AI utilization in banking.
reduce risks. Furthermore, it examines ethical guidelines and
regulatory policies associated with banking to
Leading banks around the world are deploying AI- comprehend the wider implications of incorporating
driven solutions across various business functions, AI in this sector.
including but not limited to customer service, fraud
detection, risk management and personalized
marketing.

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II. PRIMARY LITERATURE risk management processes and methods. Milojević &
Redzepagic (2021) also carefully outline
Potential Benefits of AI in Banking implementation strategies for banks in the adoption of
Many banks globally are tapping into the potential of AI, ML and Deep Learning (DL) in credit risk
AI and many researchers on this topic tend to focus on management. To summarize, banks with data storage
the available uses and untapped benefits. Citibank and technological capacities will benefit from
(Sinha & Davis, 2018) is one of the banks trying to get employing AI usage to simplify processes for better
ahead of the AI curve. They are evaluating AI-based UX, and predictive analytics for risk mitigation in
solutions that will detect abnormal transactions for fraud and bad loans and prescribe customized
organizations and solutions that will predict and solutions to their clients.
recommend navigations on their portal, based on
customers’ behaviours. J.P. Morgan Chase has been III. METHODOLOGICAL PROBLEMS
continuously researching the potential benefits of AI
in banking. The company’s research goals are to Risks Associated with the Use of AI
“establish ethically and good AI to predict economic W. Clement Stone says, “To every advantage, there is
systems, give their clients a perfect experience, enable a corresponding disadvantage.” Technology and AI
secure information sharing, eradicate financial crime, are not without their problems, but companies that
empower their employees, and agentize policy must adopt them have to consider many things while
compliance.” (J.P. Morgan Chase, n.d.). choosing to use them. The major types of risks
associated with the use of AI in any industry include
Best (2023a) tells us that Wells Fargo’s Enterprise ethical risks, security risks and workforce risks.
Open-Source Data Science Platform helps its
engineers lay the foundation for building innovative If choosing to build on existing technology, the
tools for its clients much more efficiently. Many technology team must put security checks and bias
processes in the banks take quite a long time. Wells checks in place. To beat bias, for example, Best
Fargo wants to make the average user experience (UX) (2023b) informs us that Wells Fargo engineers
seamless and less annoying by leveraging AI in continuously test the systems as well as have
account creation, card applications, and other urgent independent groups review the products at different
customer needs. The bank also wants to adopt AI into points. This method of continuous development and
its lending and fraud detection processes (Best, testing is one good characteristic of agile software
2023c). “The top three trends for AI in financial development which should be adopted for developing
markets are data intelligence, prediction (combining the best AI systems. Ghandour (2021) and Citigroup
data exploration and expert knowledge) and AI-based (2023) postulate some drawbacks to integrating AI
simulators (including constraint propagation)” says into banking that should be prioritized. They include
Dr. Eunika Mercier-Laurent in Ashta and Hermann consumer concerns, privacy violations and
(2023, p. 3). infringement, lack of creativity, authenticity of
information, absence of empathy due to machine
Kochhar et al. (2019) appraised existing literature for responses and job loss. Before implementing AI-based
probable AI applications in banking. In their paper, solutions, the banks would be better off surveying their
they expound that AI can be used to reduce operating customers to determine their concerns and if possible,
expenses, improve customer service, score provide adequate explanations of what the customers
creditworthiness, and detect credit card fraud. stand to gain, what the banks will do to prevent the
Umamaheswari et al. (2023) briefly state the use of AI fears from actualisation, and the ability to opt-out of
in sales, internal audit, asset management, hedge fund AI-based services to use alternate services (Best,
investment and management, performing efficient and 2023b).
accurate calculations, assessing employee
effectiveness, and detecting customer emotions. To avoid privacy violations, it may serve the banks
Milojević & Redzepagic (2021) focus on using AI in better if the AI systems are built in-house, from
credit risk management to help improve traditional scratch. This would help to prevent sharing data with

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a third party. Job loss is a major concern of employees, to perform real-time data analysis (Krigsman, 2022).
as Ahmed (2022) and Ashta & Hermann (2021) state. In fraud detection, Tinkoff Bank uses EyeDES, an
However, Ashta & Hermann urge the bank to retain explainable AI for detecting anomalies. US Bank also
the employees whose jobs AI can easily perform better uses machine learning (ML), an area of AI for
and redirect the employees into high-level duties. detecting abnormal behaviours in customer patterns
Crosman (2018) says that while jobs being lost may be (Ryzhkova et al., 2020). Citibank has a solution called
unavoidable, properly deploying AI software will Citi® Smart Match, which uses AI and ML to read and
create opportunities. Human emotions, empathy and discern remittance information from various sources
analysis are still important and will be redirected to for extracting crucial information in a faster way for
duties where these are necessary. Client-facing their clients’ businesses (Sinha & Davis, 2018).
services need the human touch, and so they should not
be abandoned to AI alone. Ahmed (2022) also informs In their study, Fernández et al. (2023) highlight the
us about the risk of misinformation and bias in credit significant impact of AI on the banking industry, both
scoring. In the last 2 years, the misinformation and in the present and the future. They cite several
hallucination challenges have become worse due to the examples of how banks are leveraging AI to improve
use of AI image generators like Midjourney, DALL-E their services and operations. For instance, Standard
and WOMBO Dream increasing in popularity. These Chartered uses an AI-powered engine called Trade AI
generators can create images with useful commands engine, which identifies various documents from
passed to them, so they seem real. Avoiding the risk of unstructured data while Banco Satander’s Kairo helps
misinformation will need the implementation of its clients make informed decisions on investments by
quality assurance checks. This is a major concern analysing how economic events could impact them.
Wells Fargo takes into consideration in its Japanese bank Mizuho uses AI to maintain its systems.
development (Best, 2023b). Additionally, Barclays employs analytical and
generative AI to enhance security through voice
IV. CURRENT STATE OF RESEARCH recognition and also detect fraud and money
laundering in transactions (Barclays, 2024).
Current Use Cases
Erica, an AI-powered virtual financial assistant V. MY VIEWPOINT
created by Bank of America, achieved over 1.5 billion
interactions within just a year of deployment It is important to consider the impact AI brings and
(Aldridge, 2013). In Nigeria, several AI virtual will bring into the banking industry globally. The
assistants such as United Bank for Africa's Leo, Zenith benefits of integrating AI in banking outweigh the
Bank's ZiVA, Fidelity Bank's Ivy, First City risks as long as the banks take measures to combat
Monument Bank's Temi, Ecobank’s Rafiki and Access these challenges. To avoid becoming obsolete and
Bank's Tamada offer customers convenient self- gain a competitive advantage against tech giants and
service options (Phillips Consulting Limited, 2024). Fintechs, bank stakeholders should identify areas
Wells Fargo's virtual assistant, Fargo™, which is built where accurate and faster operational efficiency is
on Google's Dialogflow, helps customers get quick needed and consider AI integration in these areas.
answers to their queries (Best, 2023a). Improving legacy systems can be expensive; in this
case, banks should consider partnering or merging
Russian banks such as Rosbank, Yandex and Sberbank with startups that already have or can implement these
offer robot advisors to provide advisory services to solutions. The possibility of reducing operational
their customers. These advisors help clients open costs, improving customer experience, reducing
accounts, process transactions, and offer customised employee turnover, reducing security risks, and
investment advice based on their risk appetite, amount detecting fraud and abnormal behaviour with AI-based
of capital and preferred return rate (Ryzhkova et al., solutions is incomparable to any other technology.
2020). J.P. Morgan Chase has developed IndexGPT,
to offer personalized investment advice to its clients It is crucial to thoroughly research all risks associated
(Rai, 2023). For big-data analytics, Citibank uses AI with integrating AI before developing any solutions.

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Setting up R&D departments to work with technology commercial bank branches in Wa

teams is essential. Due to ethical risks like privacy municipality. Innovation, 3(9).
breaches, misinformation and bias caused by false [4] Ashta, A., & Herrmann, H. (2021). Artificial
algorithms, the systems must be continually evaluated intelligence and fintech: An overview of
with agile software development practices and, if opportunities and risks for banking, investments,
possible, third-party policy audit teams before they are and microfinance. Strategic Change, 30(3), 211-
marketed. Banks should strictly adhere to policy 222.
guidelines put in place by the government to curb the [5] Barclays. (2024, January 8). From intelligence to
issues with regulation while ensuring that clients are ability: How Barclays is harnessing AI. Barclays.
kept informed of any policy updates. Implementing https://home.barclays/news/2024/01/how-
Explainable AI models, which do not conceal how Barclays-is-harnessing-AI/
they work under the hood, can also help prevent these [6] Best, E. (2023a, June 13). Wells Fargo, Artificial
issues. It is equally important for banks not to neglect Intelligence, and you. Wells Fargo Stories.
their employees when adopting AI. Training current https://stories.wf.com/wells-fargo-artificial-
employees to do duties that AI will take over in higher- intelligence-and-you
level jobs will ensure employee retention and create [7] Best, E. (2023b, September 12). How Wells
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CONCLUSION wells-fargo-builds-responsible-artificial-
intelligence
Artificial intelligence is becoming increasingly [8] Best, E. (2023c, October 5). Artificial
important in the banking industry. Integrating AI can Intelligence has the potential to reshape banking.
significantly improve the efficiency and accuracy of Wells Fargo Stories.
day-to-day banking functions. It can also enhance https://stories.wf.com/artificial-intelligence-has-
customer experiences, reduce security and fraud risks, the-potential-to-reshape-banking
and ensure compliance with regulatory policies. [9] Citigroup. (2023). Unleashing AI. Citigroup.
However, banks must take into account the potential https://www.citigroup.com/global/insights/citig
ethical, security, and workforce risks associated with ps/unleashing-ai
AI. It is the responsibility of banks' stakeholders and [10] Crosman, P. (2018). How artificial intelligence is
technology teams to ensure that these risks are reshaping jobs in banking. American
minimized. Banker, 183(88), 1.
[11] Digalaki, E. (2022, February 2). The impact of
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