• Anubha Srivastava
• Dr. Suman Yadav
• Prof A.K. Saxena

Diffusion is actually the penetration act of new technology to the existing process and practices over time. Financial Institutions have got confronted by technological development leading to the development of their offerings resulting in a cutthroat fight for market share. The main objective of the study is to look at the increased use of Chatbots in the banking sector and how they are being more preferred by the customers as compared to Apps. This paper tries to present a survey-based model of Banking Chatbots, leading to customer satisfaction and hence a boosting their loyalty to the bank. As per top service researchers worldwide, customer satisfaction serves as a booster for efficient and smooth planning of organizations which aims to develop and be challengers in the economic ground. A customer is considered to be a crook pebble in the banking sector especially for any bank to mark its presence as an efficient and competitive player in an industry. Present review concentrates on examining the role of Chatbots in the banking sector for an excellent customer experience. Technology performs brilliantly when gets aligned with core business processes especially leading to customer satisfaction. Banking Chatbots are examples of technology diffused banking process.

Chatbots, Technology, Diffusion, Business Process, Apps.

"Technology Diffusion: Conversational Banking through Chatbots", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 4, page no.1141-1147, April-2019, Available :http://www.jetir.org/papers/JETIR1904U44.pdf

"Technology Diffusion: Conversational Banking through Chatbots", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 4, page no. pp1141-1147, April-2019, Available at : http://www.jetir.org/papers/JETIR1904U44.pdf