Impact of AI Implementation on Branch-Level Operational Efficiency: Comparative Study of HDFC Bank and ICICI Bank in Selected Districts of UP
- Version
- Download 2
- File Size 468.18 KB
- File Count 1
- Create Date 20 July 2025
- Last Updated 20 July 2025
Impact of AI Implementation on Branch-Level Operational Efficiency: Comparative Study of HDFC Bank and ICICI Bank in Selected Districts of UP
Vivek Anand Singh
Research Scholar
Department of Commerce,
MJP Rohilkhand University,
Bareilly (UP), India
Dr. Jeet Singh
Assistant Professor
Government Mahavidyalaya,
Sambhal, Moradabad (UP), India
Abstract
Artificial Intelligence (AI) is reshaping banking operations across India. This research paper investigates the impact of AI implementation on branch-level operational efficiency in HDFC and ICICI banks in select districts of Uttar Pradesh — Bareilly, Pilibhit, Badaun, and Shahjahanpur. Using a mixed-method approach, the study evaluates AI's role in enhancing service speed, reducing errors, managing customer queries, and improving decision-making. Data was collected through structured questionnaires and interviews from branch managers, employees, and customers. Findings reveal a significant improvement in operational performance, especially in customer service and automation of routine tasks, with minor differences between the two banks. The paper concludes with strategic recommendations for leveraging AI to further streamline branch operations in semi-urban and rural areas.
Keywords
AI in banking, operational efficiency, HDFC, ICICI, branch-level operations, Uttar Pradesh, automation, banking technology, customer service, digital transformation
Download