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September 10, 2025Journal of Informatics Education and Research

Role of Artificial Intelligence (AI) based Customer Relationship Management (CRM) in Customer Retention: An Empirical Investigation for Fintech Organisations

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Authors

YJYogesh Choudhary Dr. Deepika JindoliyaSKS Kaur

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Overview

Empirical investigation shows significant effects of AI on customer satisfaction and retention in fintech firms.

Key Points

  • AI-based CRM significantly enhances customer retention in fintech firms, leading to improved satisfaction and loyalty.
  • The study surveyed 208 respondents from CRM departments, revealing the impact of AI tools on customer engagement.
  • Fintech organizations leverage AI to predict customer needs and improve overall customer experience in real time.
  • Challenges in AI integration within CRM systems highlight the need for future developments as the industry evolves.

Cite This Study

Jindoliya et al. (2025) studied this question.

synapsesocial.com/papers/68c23ed7b210217d647940f2https://doi.org/10.52783/jier.v5i3.3335
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Also Consider

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  5. 5Generative Artificial Intelligence and Its Role in Shaping Customer Loyalty in Banking: A Conceptual Framework2025