مجلة اقتصاد المال و الأعمال
Volume 10, Numéro 3, Pages 50-68
2026-09-30
Trends In The Use Of Artificial Intelligence For Enhancing Banking Service Performance Amid Digital Transformation: A Study Of Selected Banks
Authors : Kerbache Hadia . Douffi Garmia .
Abstract
This study aims to examine the role of artificial intelligence in improving banking service performance within the context of digital transformation through a comparative analysis of leading international banking experiences. The study adopts a descriptive-analytical approach supported by a comparative case study design, relying on documented secondary data, including reports published by international financial institutions and the annual reports of the selected banks. The analysis focuses on the experiences of Bank of America and Intesa Sanpaolo, together with data from the European Banking Authority EBA, to assess the impact of AI applications on operational efficiency, service quality, risk management, and regulatory compliance. The findings indicate that the effective integration of AI significantly enhances banking performance and strengthens competitive advantage. The study further reveals that successful AI adoption depends on the availability of advanced digital infrastructure, qualified human capital, and supportive regulatory frameworks. Accordingly, the study recommends increasing investment in digital infrastructure, developing specialized human competencies, and improving regulatory frameworks to support sustainable digital transformation in the banking sector.
Keywords
Artificial Intelligence, Digital Transformation, Banking Services, Operational Efficiency, Risk Management.
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