Artificial Intelligence Adoption for FinTech Industries - An Exploratory Study About the Disruptions, Antecedents and Consequences

ABSTRACT

Artificial Intelligence (AI) with its highly cognitive features has been increasingly adopted by FinTech firms. With increasing market and economic fluctuations during the unprecedented times of Covid-19, AI offers high computational and easily accessible personalized financial solutions. During the Covid-19 pandemic, customers showed keen interest in AI-assisted financial services. AI in the FinTech industry is now gaining a lot of traction in terms of customer engagement and business prosperity. But with the benefits of availability of consumer data and automation for offering customized and personalized services, the black box effect of AI has a potential dark side affecting both consumers and employees. Lack of human intervention has questioned the accountability and transparency of these financial wealth management solutions that are susceptible to security threats and biased decisions. The purpose of this empirical study is to better understand the adoption of AI in the disruption of the FinTech ecosystem. A mixed approach of focus group and interviews for the purpose of data collection, and qualitative content analysis using natural language processing (NLP) for data analysis have been used to conduct this exploratory study. The findings of the study help to develop an understanding of the social, ethical, and economic consequences of strategic AI adoption for both consumers and businesses. © 2022, IFIP International Federation for Information Processing.