ARTIFICIAL INTELLIGENCE IN DIGITAL BANKING: APPLICATIONS AND IMPLICATIONS FOR LABOR TRANSFORMATION
DOI:
https://doi.org/10.62985/j.huit_ojs.vol26.no3E.472Từ khóa:
Artificial intelligence, chatbots, digital banking, labor transformation, machine learning, robotic process automation.Tóm tắt
The research examines the primary applications of Artificial Intelligence (AI) in digital banking and evaluates their impact on labor market dynamics within the banking industry. The research combines bibliometric analysis using RStudio and VOSviewer, along with qualitative synthesis and content analysis. The results show a significant increase in research on AI and its impact on the banking workforce since 2019, with participation from many countries in both developed and emerging economies, including Vietnam. Furthermore, AI applications focus on three main technology groups: (i) machine learning, including supervised, unsupervised, and deep learning, used in fraud detection, credit risk prediction, and customer behavior analysis; (ii) chatbots and virtual assistants based on natural language processing that support customer service and text data processing; and (iii) robotic process automation (RPA) combined with AI and computer vision for document verification, identity authentication, and workflow management. The study also indicates that AI is driving a skill polarization trend in the banking industry, with a decrease in demand for routine tasks and an increase in demand for high-skill positions, such as data analysts, AI engineers, and cybersecurity specialists. At the same time, digital transformation requires skill restructuring through upskilling and reskilling programs to develop hybrid capabilities in finance, technology, and data. Therefore, the research recommends that banks strengthen digital skills training and assess the labor implications of AI deployment, while recommending policies to support workforce retraining and promote public-private partnerships to ensure sustainable labor transformation in the banking industry.
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