Omer Aftab QureshiStephen WilkinsHuda Iqbal2025-05-312025-05-312025Qureshi, O.A., Wilkins, S., Iqbal, H. (2025). AI-Powered Banking Assistants: Enhancing Customer Service with Technology. In: Al Marri, K., Mir, F.A., Awad, A., Abubakar, A. (eds) BUiD Doctoral Research Conference 2024. BDRC 2024. Lecture Notes in Civil Engineering, vol 587. Springer, Cham. https://doi.org/10.1007/978-3-031-84371-6_4HB: 9783031843709 eBook: 9783031843716https://bspace.buid.ac.ae/handle/1234/3165This research aimed to examine how the quality of chatbot services affects customer satisfaction in the banking sector. The research determined a sample size of twenty-five, which was deemed adequate to attain data saturation within a longitudinal time frame. This research used an exploratory, qualitative inductive approach and a non-probability, stratified purposeful sampling method based on age categories. From the collected data, twenty-seven themes and sub-themes were identified, leading to 7 overall dimensions. The research could be expanded to encompass diverse target markets, innovative strategies, alternative media channels, and additional countries. This research added value by extending TAM 2 model in terms of customer satisfaction and customer experience. The output of this research resulted in the creation of a conceptual framework that addressed present constraints while proposing opportunities for future research.enBook chapter