探討人工智慧對台灣銀行業之影響

Abstract

隨著人工智慧的發展，人工智慧已經廣泛應用於日常生活和社會，本研究透過文獻探討與蒐集報章期刊彙整出人工智慧對台灣銀行業的影響，歸納出五大構面與二十一項準則，五大構面分別為智慧客服、網路及行動銀行、客群經營、機器人理財、風險控管。本研究問卷發放對象為學術單位與產業界領域中，具備銀行金融與人工智慧相關產業背景之 24 位專家。利用多層次決策分析法探討人工智慧對台灣銀行業的影響架構中，計算評估準則的相對權重與重要性排序，最後提出研究結論與實務建議。本研究結果得知五大構面中以客群經營為優先考量的重點屬性。五大構面底下準則之優先考量屬性分述如下: 一、客群經營構面下為既有客戶活化。二、風險控管構面下為提升信用評估精準度。三、智慧客服構面下為正確回應客戶。四、網路及行動銀行構面下為無地域時間限制。五、機器人理財構面下為收費便宜。本研究結果可提供人工智慧對台灣銀行業之影響關鍵的參考事宜，進而制定具體有效的策略。

With the development of artificial intelligence, artificial intelligence has been widely used in daily life and society. This study summarizes the impact of artificial intelligence on Taiwan's banking industry through literature discussion and collection of newspapers and periodicals, and summarizes five dimensions and 21 criteria. The five perspective are intelligent customer service, network and mobile banking, customer base management, robot financial management and risk control. The questionnaires for this research are distributed to 24 experts from academic institutions and industries with backgrounds in banking, finance and artificial intelligence related industries. Using the multi-level decision analysis method to explore the impact of artificial intelligence on Taiwan’s banking industry, calculate the relative weight and importance of the evaluation criteria, and finally put forward research conclusions and practical recommendations.The results of this research have learned that the key attributes of the five major dimensions that give priority to customer group management. The priority consideration attributes of the criteria under the five major dimensions are as follows: 1. The customer base management dimension is the activation of existing customers. 2. Under the aspect of risk control and management, it is to improve the accuracy of credit evaluation. 3. Responding to customers correctly under the aspect of smart customer service. 4. Without limitation of area and time under the network and mobile banking dimensions. 5. under the aspect of robot financial management, it is low rate. The results of this study can provide key references for the impact of artificial intelligence on Taiwan’s banking industry, and then formulate specific and effective strategies.