2025, Vol. 6, Issue 2, Part L

In business and society at large, artificial intelligence (AI) has attracted a lot of interest, especially in the banking industry. Although artificial intelligence (AI) has shown promise in investment banking and backend operations, its potential in commercial banking particularly in customer-facing services remains untapped. In order to fill this vacuum, this study identifies the existing uses of artificial intelligence (AI) in commercial banks as well as the difficulties in putting these uses into practice through an organised examination of the literature. According to our research, artificial intelligence (AI) has a number of benefits for commercial banks, such as decreased loan losses, increased payment processing security, job automation for compliance, and better client targeting. But there are obstacles to overcome when integrating AI into commercial banking procedures. These include maximising technology gains, successfully integrating AI into current business procedures, and guaranteeing user acceptability while upholding privacy, openness, and sufficient documentation. These difficulties highlight how behavioural finance research has to be expanded in order to fully comprehend how AI may be used to improve consumer relations and operational procedures. In order to progress artificial intelligence (AI) in commercial banking and its consequences for behavioural finance, the suggested research agenda attempts to investigate these prospects and tackle the associated difficulties.