Ethical and security dilemmas in the application of AI in a financial institution environment - customer perspective

Abstract

The rise of artificial intelligence (AI) in the financial sector creates new opportunities for increasing the efficiency of customer service but also raises serious ethical and security dilemmas. The study aims to explore the effects of the use of AI-based systems on the customer experience, with particular attention to transparency, data protection, discrimination risks and liability issues. The research focuses on customer perceptions: how they perceive AI-driven customer interactions, how much they trust these systems and what concerns they have regarding the use of the technology. The empirical basis of the study is a questionnaire survey conducted among domestic financial institution customers. The results may contribute to the more ethical and secure development of AI applications in the financial sector, as well as to the fine-tuning of regulatory and sustainability frameworks.