Year: 2025
Type: article
Abstract: Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement.However, evaluating these systems remains a challenge, particularly in financial services, where compliance, user trust, and operational efficiency are critical.This paper introduces a novel evaluation framework that systematically assesses chatbots across four dimensions: cognitive and conversational intelligence, user experience, operational efficiency, and ethical and regulatory compliance.By integrating advanced AI methodologies with financial regulations, the framework bridges theoretical foundations and real-world deployment challenges.Additionally, we outline future research directions, emphasizing improvements in conversational coherence, real-time adaptability, and fairness.
Author: Shailja Gupta et al.
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: bronze
OpenAlex ID: W4407909086