Abstract: As artificial intelligence redefines customer engagement in banking, AI-powered chatbots have evolved into intelligent assistants capable of executing secure transactions, providing real-time financial advice, and detecting fraudulent behavior. However, the increased complexity and autonomy of these systems introduce new challenges related to transparency, fairness, inclusivity, and regulatory compliance. This study presents a comprehensive framework for designing next-generation banking chatbots that are not only intelligent and adaptive but also explainable, ethically governed, and accessible to all user demographics. The research explores critical gaps in current chatbot deployments, including the absence of standardized performance metrics, the underutilization of explainable AI (XAI), and the lack of accessibility for users with disabilities. It further examines technical challenges in integrating AI systems with legacy banking infrastructure and highlights opportunities to enhance chatbot trust through voice interfaces, emotional intelligence, and blockchain-secured digital identity. Through a multidisciplinary approach, this study offers actionable design, governance, and deployment strategies to help developers and financial institutions build secure, inclusive, and regulation-ready chatbot ecosystems.
Keywords: Explainable AI, Conversational Banking, Inclusive Chatbot Design, AI Governance in Finance, Sentiment-Aware Systems, Ethical Artificial Intelligence, Legacy System Integration, Blockchain in Digital Identity
|
DOI:
10.17148/IJARCCE.2025.14513
