Decision-making systems have been widely used in the Financial Services domain. AI is bringing both many innovations and opportunities as well as new risks linked to ethical considerations. Customer trust is at the forefront of customer retention. To build trust, there is the need to make the decision process Interpretable, Understandable, and Trustworthy for the end-user. Since products offered within the banking sector are usually of an intangible nature, customer trust perception is crucial to maintain a long-standing relationship and to ensure customer loyalty. To this end, in this paper we propose more insightful and user-friendly explanations for decisions made by AI systems in the financial domain.
Improving the User Experience and the Trustworthiness of Financial Services
Narducci F.;Ragone Azzurra
2021-01-01
Abstract
Decision-making systems have been widely used in the Financial Services domain. AI is bringing both many innovations and opportunities as well as new risks linked to ethical considerations. Customer trust is at the forefront of customer retention. To build trust, there is the need to make the decision process Interpretable, Understandable, and Trustworthy for the end-user. Since products offered within the banking sector are usually of an intangible nature, customer trust perception is crucial to maintain a long-standing relationship and to ensure customer loyalty. To this end, in this paper we propose more insightful and user-friendly explanations for decisions made by AI systems in the financial domain.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
