A Study on Communication Efficiency of Chatbots in Banking Services

The rapid digital transformation of the banking sector has increased the use of chatbots to enhance customer communication and service delivery. This study examines the communication efficiency of chatbots in banking services, with special reference to customers in Ganapathy, Coimbatore city. The research aims to evaluate how effectively chatbots handle customer queries and how their communication quality influences customer satisfaction. Primary data were collected from 100 banking customers using a structured questionnaire through convenience sampling. The data were analyzed using percentage analysis, average score method, Chi-square test. The findings indicate that banking chatbots are mainly used for routine services such as transactions, customer support, and complaint handling. Respondents expressed moderate to positive satisfaction, particularly appreciating the 24/7 availability and ease of use of chatbot services. The study concludes that while chatbots improve communication efficiency and digital banking experience, continuous improvements in accuracy, personalization, and human support are necessary to enhance customer trust and satisfaction.