Prof. Tutku Tuncalı Yaman
Department of Management Information Systems, Marmara University, Istanbul, Turkey

Title: AI Applications in the Banking Sector.

Abstract: The anticipated speech will examine the impact of artificial intelligence (AI) applications in the banking sector, with a focus on employment and customer satisfaction. As digital transformation becomes a critical focus for banks globally, AI technologies such as credit scoring, fraud detection, robotic process automation (RPA), and chatbot services are increasingly being integrated into core banking operations. These technologies offer opportunities for process automation, cost reduction, and enhanced decision-making while presenting challenges, particularly in terms of employment disruption.

The research highlights several findings, including a moderate but significant relationship between AI applications and customer relationship management (CRM) improvements. While AI-driven tools enhance service delivery and operational efficiency, they also create a new landscape for employment, with a shift toward technical roles in AI development and maintenance, replacing more routine tasks. The study also considers the potential for new employment opportunities arising from AI, countering concerns about job loss.

Furthermore, the presentation will explore how AI tools, particularly machine learning algorithms and big data analytics, are used to predict customer behaviors, optimize decision-making in financial risk management, and develop personalized banking services. Although AI has transformative potential, the technology also faces challenges in areas such as data privacy, ethical use, and ensuring the human element in customer interactions remains intact.

By reviewing the latest literature and conducting a survey of banking professionals, this study contributes to understanding how AI is reshaping both customer interactions and workforce dynamics in the banking sector.

BIO:Dr. Tutku Tuncalı Yaman is an Associate Professor in the Department of Management Information Systems at Marmara University. She began her academic journey in 2004, studying Econometrics at Marmara University, and later earned a Master's degree in Statistics in 2007. She completed her Ph.D. in 2017, specializing in Quantitative Methods in Social Sciences. Her diverse academic background is further enriched by her active participation in interdisciplinary research projects funded by institutions such as COST (European Cooperation in Science and Technology), TÜBİTAK, and various universities.

Dr. Tuncalı Yaman’s research interests lie at the intersection of data analytics, artificial intelligence applications, and fuzzy logic. Her work explores the transformative potential of AI and machine learning across industries, with a particular focus on their impact on organizational processes, decision-making, and customer relations. In addition to her technical expertise, she is actively involved in the application of AI in social sciences and bridging gaps between technology and humanities.

Her academic contributions are well-regarded in the fields of business management, AI innovation, and digital transformation, making her a valuable contributor to interdisciplinary projects. Dr. Yaman also engages in teaching and mentoring graduate students, sharing her expertise in cutting-edge technologies and their practical applications in modern business environments.