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This article discusses the use of AI chatbots and Large Language Models (LLMs) in the banking industry. While these tools have become commonplace for basic tasks, such as requesting a replacement card, there is skepticism about their ability to handle more complex customer service needs. However, banks are shifting their focus towards using AI for behind-the-scenes operations, such as fraud detection and customer service. Consumers believe there is room for improvement in AI chatbots, but banks see potential for AI to transform their business operations.
