Application of Artificial Intelligence (AI) in Customer Service (CS) in Islamic Banks in Oman for Sustainable Development

Abstract

Although artificial intelligence is being brought about in the form of a radical change in the paradigm of customer relationship and operations in the banking sector as it is redefining the sector with leading the fairway of artificial intelligence (AI), the banking sector has been redefined by artificial intelligence (AI). Overall, AI is a computer’s ability to think in the way a human human physically thinks. AI contribution in the finance market have statistics that include banks at US$38.36 billon in 2024 and is projected to be US$190.33 billon in 2030. In the context of AI all supplied services by the banking sector began to provide all services, which it was rendering previously to customers, as well. Main aspect of this study is to look into application of AI in customer service in the Islamic banks of Sultanate of Oman. Oman has two Islamic banks; Bank Nizwa and Alizz Islamic Bank. Both the two banks are considered for the research. In detail, the banking sector application and AI application in customer services was discussed. Next, it goes onto further ephemeral details of Islamic banks in Oman. In this present case, the study is completed via a qualitative study where discussion was made on the nature of Islamic banks' adoption of AI in the provision of customer service. It has been derived from the secondary data that has been collected from the bank’s website. A text mining approach is applied in this will when applied to the website, after be selecting said key terms (such as speak to it, chatbot, virtual assistant, etc). A thematic analysis of which has been done based on the information extracted through the bank website and the findings of the analysis was that Alizz Islamic Bank and Bank Nizwa have put an AI based customer services for its customers. The second is to better understand that the banks had one or the other AI based customer service implemented once a year and it is a bank's agenda of interests of continuous future development.