83% Indian BFSI players think AI must to boost customer experience: Report

The report also said more than 80% of respondents from the banking and financial services industry say they have deployed chatbots to make customer servicing easy.

Artificial intelligence (AI) is fast gaining ground as a must have technology tool among banking and financial services. About 83 per cent of survey respondents cited enhancing customer experience as the top business driver for Indian financial services for AI implementation, said a survey by PwC-Ficci.

The report 'Uncovering the ground truth: AI in Indian financial services' also said that more than 80 per cent of respondents from the banking and financial services industry say that they have deployed chatbots to make customer servicing easy.

Sudipta Ghosh, partner & leader – Data & Analytics, PwC India, said, “Maturity of using