Akademik Veri Yönetim Sistemi
4th International Banking Congress, Bilecik, Türkiye, 16 - 18 Mayıs 2024, ss.141-143
Artificial intelligence is used extensively in many areas such as finance, communication,
advertising, marketing, and new media tools. Although the use of artificial intelligence in the
specified sectors significantly improves traditional ways of doing business, it also brings with it
some risks and opportunities. The finance and banking sector is one of the sectors where artificial
intelligence tools are currently used most intensively and are expected to be used more in the future.
This study aims to reveal how commercial banks operating in Türkiye use artificial intelligence
tools, how they foresee how artificial intelligence tools will be used in the banking and finance
sector in the future, and their expectations for the future. In this context, reports, blog posts and
other written materials on artificial intelligence of the top 10 banks that carry out commercial
banking activities in Turkey and have the largest market share were analyzed using the content
analysis method. Considering the findings obtained as a result of the analysis, the artificial
intelligence tools of banks are mostly; It has been determined that it is used for customer services,
virtual assistants (voice mobile assistants and robo advisors), routine transactions requiring data
entry and data verification, data analysis, reporting, content creation, risk analysis, and fraud
detection and prevention. However, banks predict that artificial intelligence will be frequently used
in portfolio management, customer experience, in-company training activities, personalized
banking services, consolidation, and qualified reporting in the future. When viewed in the light of
this information, artificial intelligence for commercial banks operating in Türkiye; It is a tool for
increasing efficiency in banking services by accelerating routine banking transactions,
digitalization, saving time and costs, following technological innovations, personalizing banking
services and directing employees to activities that will add value to their skills