Artificiell intelligens i den svenska banksektorn : En studie om digitalisering och artificiell intelligens betydelse för den svenska banksektorn samt dess påverkan på risker och kundnöjdhet utifrån ett lönsamhetsperspektiv

The purpose of this study was to look closely at digitalization and the phenomenon of artificial intelligence and how it was implemented into the Swedish banking sector. The focus was on what constitutes digitalization and artificial intelligence and what impact it has had on risks and customer satisfaction among Sweden's four largest banks. The authors chose a triangular research method in order to answer the three main issues that the study intended to investigate. In order to conduct interviews, contact with potential interview objects was taken as a first step in order to then prioritize the interviewees who had a higher level of expertise and knowledge of the study's research subject. This instead of the quantity in the number of interview objects. This is to collect a more credible and relevant data for the empirical part of the thesis. The study showed that the consensus of the respondents at an early stage agreed that the implementation of AI was based on a curiosity to explore this new technology. Furthermore, it also showed that this process went from being quite standardized to a more non-linear process where each individual bank formed it’s own system best suited to their needs and customers. In order to prove the qualitative study, the authors have, through a quantitative part, tried to examine the variables of profitability, customer satisfaction and risk since the implementation of the AI/digitization took place to see if there was any form of connection. The results of the study show strong links wit how the profitability, customer satisfaction, risks and artificial intelligence/digitalisation belong in the banking sector. Furthermore, the research found that the implementation of AI has been a necessity for the banks' continued development and survival