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This research study explores the in-depth analysis about the impact of AI-powered automation on customer experience and operational efficiency in the domain of banking and finance in a conglomerate in Sri Lanka. AI-powered automation is discussed in both verticals of customer perspective and operational efficiency within the company. While it is conducted a customer survey for a quantitative analysis on a conceptual framework to gather the inputs on customers’ experiences and improvements, in-depth interviews were handled with the key executives in the company to find their objectives of increasing operational efficiency using AI-powered automation. Customer experience of AI-powered automation was discussed based on key independent variables such as Customer Satisfaction, Technology Adoption, Operational Efficiency, Predictive Analytics and Data Security and Risk Controls. Operational efficiency was investigated with key thematic views such as strategic decisions towards AI-automation, operational enhancements, challenges, and future opportunities associated with AI-driven initiatives. The findings reveal a strong correlation between each independent variable with the dependent variable for a successful implementation of AI-powered automation in the conceptual framework. For example, Customer Satisfaction had a strong positive correlation (r = 0.87, p < 0.01) for a successful implementation of AI-powered automation. Next, the regression model explained 84.9% of the variance in successful implementation of AI-powered automation. Additionally, the qualitative analysis uncovers key insights into how organizations leverage automation for improved decision-making, cost savings, and risk management. These findings provide a comprehensive understanding of the operational and strategic benefits of AI-powered automation. This study offers useful insights for the companies that are going to implement AI-powered automation while optimizing its potential advantages by highlighting the need of strategic alignment and operational readiness.

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Impact of AI-Powered Automation on Customer Experience and Operational Efficiency in a Sri Lankan Conglomerate

  • 会议论文

  • 发表日期：

    2026年

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  • Uduwarage Don Kasun Chathuranga,
  • T. N. D. S. Ginige

摘要

This research study explores the in-depth analysis about the impact of AI-powered automation on customer experience and operational efficiency in the domain of banking and finance in a conglomerate in Sri Lanka. AI-powered automation is discussed in both verticals of customer perspective and operational efficiency within the company. While it is conducted a customer survey for a quantitative analysis on a conceptual framework to gather the inputs on customers’ experiences and improvements, in-depth interviews were handled with the key executives in the company to find their objectives of increasing operational efficiency using AI-powered automation. Customer experience of AI-powered automation was discussed based on key independent variables such as Customer Satisfaction, Technology Adoption, Operational Efficiency, Predictive Analytics and Data Security and Risk Controls. Operational efficiency was investigated with key thematic views such as strategic decisions towards AI-automation, operational enhancements, challenges, and future opportunities associated with AI-driven initiatives. The findings reveal a strong correlation between each independent variable with the dependent variable for a successful implementation of AI-powered automation in the conceptual framework. For example, Customer Satisfaction had a strong positive correlation (r = 0.87, p < 0.01) for a successful implementation of AI-powered automation. Next, the regression model explained 84.9% of the variance in successful implementation of AI-powered automation. Additionally, the qualitative analysis uncovers key insights into how organizations leverage automation for improved decision-making, cost savings, and risk management. These findings provide a comprehensive understanding of the operational and strategic benefits of AI-powered automation. This study offers useful insights for the companies that are going to implement AI-powered automation while optimizing its potential advantages by highlighting the need of strategic alignment and operational readiness.