Banka Hizmetlerinin Optimize Edilmesinde Yapay Zekanın Rolü: Zorlukların ve Fırsatların Analizi

Öz

Amaç – Bu çalışma, Yapay Zekanın (YZ) verimliliği, müşteri hizmetlerini, geliri ve rekabet düzeyini yükselterek bankacılık sektörünü nasıl etkilediğini araştırmayı amaçlamaktadır. Tasarım/veri/metodoloji – Bu çalışmada, finansal davranışı analiz etmek, risk yönetimini iyileştirmek ve akıllı asistanlar aracılığıyla müşteri hizmetlerini geliştirmek gibi potansiyel iyileştirme alanlarını belirlemek amacıyla, toplu veri analizi ile makine öğrenimi yöntemlerini birleştiren analitik bir metodoloji kullanılmıştır. Bu bağlamda, 35 katılımcıya yönelik anket uygulanmış. Elde edilen veriler, nicel analiz yöntemleriyle değerlendirilmiş ve bankacılık örnek olaylarıyla desteklenmiştir. Bulgular – Yapay zeka operasyonel maliyetleri azaltmada, finansal tahminlerin doğruluğunu artırmada ve dolandırıcılığı tespit etmede etkili rolünü ortaya koymakta ve genel bankacılık deneyiminin iyileştirilmesine katkı sağlamaktadır. Yapay zekanın bankacılık sektörü için umut verici bir geleceği temsil ettiğini, ancak bu alandaki akıllı uygulamaların sürdürülebilirliğini ve gelişimini sağlamak için yenilikçi çözümler gerektiren güvenlik ve gizlilikle ilgili bazı zorluklar olduğu anlaşılmaktadır. Geleneksel işlerin bazılarını kaybetme ve siber güvenliği sağlama gibi olası risklere rağmen, araştırma, uygun altyapı ile desteklenen bilinçli uygulamalarla avantajlarının dezavantajlarından ağır bastığını göstermektedir. Özgünlük/değer – Bu araştırma, genel yapay zeka çalışmalarından farklı olarak, bankacılık hizmetlerindeki önemine odaklanmaktadır. Çalışma, bankacılık işlemlerinin yapay zeka ile nasıl yürütüldüğünü, bunun risk yönetimini kolaylaştırma, maliyetleri düşürme ve müşteri memnuniyetini artırma üzerindeki etkisini incelemiştir.

Anahtar Kelimeler

• Yapay Zeka
• Bankacılık Hizmetleri
• Risk Yönetimi

The Role of Artificial Intelligence in Optimizing Banking Services: Analysis of Challenges and Opportunities

Öz

Purpose – This study aims to investigate how Artificial Intelligence (AI) impacts the banking industry by increasing efficiency, customer service, revenue and competitiveness. Design/data/methodology – In this study, a literature review was conducted, and an analytical methodology combining big data analysis and machine learning methods was employed to identify potential areas for improvement, such as analyzing financial behavior, improving risk management, and enhancing customer service through intelligent assistants. In this context, a survey was conducted with 35 participants. The data obtained were evaluated using quantitative analysis methods and supported by case studies from the banking sector. Findings – The study highlights AI's effective role in reducing operational costs, increasing the accuracy of financial forecasts, and detecting fraud, leading to an overall improvement in the banking experience. It shows that AI represents a promising future for the banking sector but also identifies some challenges related to security and privacy, which require innovative solutions to ensure the sustainability and development of intelligent applications in this field. Despite potential risks such as the loss of some traditional jobs and cybersecurity challenges, the research demonstrates that the benefits outweigh the drawbacks when supported by appropriate infrastructure and conscious implementation. Originality/value – This research, unlike general AI studies, focuses on its importance in banking services. The study examined how banking operations are conducted with AI, its impact on facilitating risk management, reducing costs, and increasing customer satisfaction.

Anahtar Kelimeler

• Artificial Intelligence
• Banking Services
• Risk Management

Kaynakça

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