IMPACT OF ARTIFICIAL INTELLIGENCE ON EMPLOYEE AND CUSTOMER PERCEPTIONS: A COMPARATIVE STUDY OF SBI AND PNB IN THE INDIAN BANKING SECTOR

Abstract

This paper will examine the twofold effect of the adoption of Artificial Intelligence (AI) on the perception of employees and the level of trust of the customers of the public-sector banking sector in India, addressing the two growing banks State Bank of India (SBI) and the Punjab National Bank (PNB). Through assimilation of employee satisfaction, work efficiency, and decision-making behaviors, the study offers a clear picture of the role of AI by looking at the service quality, trust and satisfaction perceptions of customers. The results indicate that AI can optimize customer satisfaction by delivering personalized services and extending confidence in customer satisfaction besides making the employees more satisfied with the job and the level of their operation. This study gives emphasis to the revolutionary prospects of AI in the modification of organizational culture and customer relations in the Indian banking environment.