Artificial Intelligence in Branch Banking: Revolutionizing Traditional Banking Practices

Author(s)	Ms. Priya Sandeep Upadhyay, Prof. Sushanta Lahiri
Country	India
Abstract	This paper investigates the transformative role of Artificial Intelligence (AI) in branch banking, an area often overlooked due to the rapid rise of digital and mobile banking. Despite technological shifts, physical branches remain essential—especially in emerging economies where customer trust, complex financial needs, and in-person interaction continue to influence banking behavior. Drawing from recent literature (2019–2025), secondary datasets, and qualitative evidence from banking professionals, this study analyzes how AI enhances operational efficiency, customer experience, fraud detection, loan decision-making, and overall branch productivity. The findings show that AI can reduce onboarding time, optimize customer flow, strengthen risk assessment, and improve service delivery. However, challenges such as skill gaps, customer distrust, regulatory pressure, and legacy system limitations hinder full-scale adoption. The study concludes with future directions for hybrid human–AI models that balance automation with relationship banking.
Keywords	Artificial Intelligence, Branch Banking, Machine Learning, Automation, Financial Services, Customer Experience
Published In	Volume 6, Issue 6, November-December 2025
Published On	2025-12-24

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