Computers in -220

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Human Behavior -220

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Investigating manager’s understanding of
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chatbots in Korean financial Industry
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 Agenda

Introduction
Importance of Chatbots
Research Background
Methodology
Results
Discussion
Challenges
Opportunities
Future of chatbots
Conclusion

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 Introduction
AI is regarded as a core technology for digital
transformation in various fields of industry,
particularly in banking, financial sector and
Insurance.
Ai plays a Significant role in risk assessment,
analysis of financial markets and helps in decision
making.

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 Importance of
Chatbots

• Saves time
• Cost effective
• Proactive customer interaction
• Improves customer engagement

4
Research Background

Chatbots in Chatbots in
Financial Korean
Industry Industry

Theoretical
Background

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 Methodology

Social Content Analysis Core Periphery

In-depth Interview Representation Analysis

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Results

15 components of chatbots are perceived. The

core components are :

• Technological Immatureness
• Improving customer experience
• Improving operational efficiency
• Supportive role

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Discussion

8
 Challenges

Economic Technological Organizational

Challenges Challenges Challenges

Technological Political & Ethical Ethical Challenges

Challenges Challenges

9
 Opportunities

Enhance Customer Experience

Provide Customer-oriented services

Interaction with Customer

Responding to Customer

10
Future of Chatbots

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Conclusion

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THANK YOU !

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