Artificial intelligence in banking : impact on clerks’ roles and responsibilities
Bhatia, Dewanshi (2025)
2025
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025120432443
https://urn.fi/URN:NBN:fi:amk-2025120432443
Tiivistelmä
The operational environment of the European banking sector is reshaped by the integration of Artificial Intelligence (AI). While much focus is placed on strategic and technological outcomes, the experience of bank clerks-frontline employees is a critical but often untapped area. In this thesis, the perceptions and experiences of European bank clerks concerning the implementation of AI in their daily work is studied.
Using a mixed-method approach, the study provides a comprehensive understanding of the phenomenon. The methodology combines a quantitative survey, gathering experiential data from 20 bank clerks, along with a qualitative analysis of case studies. These case studies are from publicly available data and focuses on the AI implementation strategies of three major European financial institutions: Raiffeisenbank, ABN AMRO, and Deutsche Bank.
The primary conclusion is that AI is preferred by bank clerks as an augmentation tool rather than a trusted autonomous agent. A clear contrast in perception is revealed: accepting AI for enhancing efficiency and automating routine tasks, but skeptism in using it in applications involving complex analysis or high-stakes customer decisions. This perspective aligns with current industry practices, where an “AI co-pilot” model is predominantly being adopted. In summary, the bank clerk role is not getting redundant, but a fundamental transformation, evolving towards higher-value activities wherein human skills like critical thinking and judgment are more valuable than ever.
Using a mixed-method approach, the study provides a comprehensive understanding of the phenomenon. The methodology combines a quantitative survey, gathering experiential data from 20 bank clerks, along with a qualitative analysis of case studies. These case studies are from publicly available data and focuses on the AI implementation strategies of three major European financial institutions: Raiffeisenbank, ABN AMRO, and Deutsche Bank.
The primary conclusion is that AI is preferred by bank clerks as an augmentation tool rather than a trusted autonomous agent. A clear contrast in perception is revealed: accepting AI for enhancing efficiency and automating routine tasks, but skeptism in using it in applications involving complex analysis or high-stakes customer decisions. This perspective aligns with current industry practices, where an “AI co-pilot” model is predominantly being adopted. In summary, the bank clerk role is not getting redundant, but a fundamental transformation, evolving towards higher-value activities wherein human skills like critical thinking and judgment are more valuable than ever.