The most effective way to understand and bring the organization from traditional banking to digital banking is Omni-Channel approach to customer service where all the channels are tightly integrated, keeping customer in the center of the integration. Omni-channel banking is a prospect to take bottom-line on higher note by gaining insights from customers’ channels, behavior and preferences. Today’s banks are rapidly adopting Artificial Intelligence (AI) in various banking services. AI play a very significant and integrated role in a range of activities, from improving customers experience to a more efficient management of compliance to access to large data sets and an increase data processing power. As customers continue to change their channel usage patterns, banks need to focus on delivering a seamless customer experience across various touch points.  In the last few years’ regulators and policy makers looking at the way of AI using in banking services. Today’s customers are more sophisticated and tech savvy, and to cater to their specific needs, each customer needs a unique experience from banking- opening an account, checking balance, conducting transactions, loans, credits, wealth management, customer support, etc delivering an Omni-channel experience has become a key to success in this competitive market place. This paper focuses mainly on an understanding and application of AI in banking services. Secondary Data is used for analysis.

___________________________________________________________________________________

Keywords: Artificial Intelligence, Customer’s Experiences, Banking Services, AI Solution.