R Saji Kumar 2020 reviewed People and their life style are changing in an unpredictable

manner. Today’s technology becomes a story of tomorrow! Due to environmental and

technological changes, people’s behavior changed, expectation stepped up, and makes
decision much faster. It is crystal clear that the banks are under increasing pressure to offer
today, what customers would be expecting tomorrow.

Nwafor Dorathy Ozioma, Anyasor Okwuchukwu Marcus 2020 identified customer care service
has a significant positive influence on consumers’ product awareness; service quality has
significant effect on customers’ patronage; and cashier relations influences customer
patronage. Thus, it recommended that the banks should strengthen their customer care
services; institute a periodic reward system for customers; and continuous cashiers' evaluation
and retraining on best or improved relational approaches in dealing with customers.

Azadwinder Singh, Adarshpreet Mehta 2020 studied introduction of Information Internet

banking, Mobile banking, credit/Debit cards, ATMs, Tele-banking etc. e-delivery channels have
been introduced by the banks to perform various functions by its customers as well as their
employees. rural and semi-urban bank customers is an effort to determine the pace and
direction of transformation of banking in rural and semi-urban areas through e-delivery
channels.

Madhav Gupta 2019 observed When new players are entering, it is mandatory for existing banks to
develop proper understanding of the customers’ needs and expectations. Understanding of customers
changing demand is must along with a prompt response. The customer target base is broadening day by
day. And to sustain and fight the competition marketers have been equipped with a mantra that is
CRM( Customer Relationship Management) which enables marketers to maintain their presence.

Leenapriya De 2020 studied The try of scientists to launch human intelligence into machine,
created artificial intelligence, that enables machine to think and act like human. This technology
of artificial intelligence which primarily works on machine learning and deep learning is an
extension to the computer science technology and is widely adopted in various avenues and
banking sector is no exception. 
Kumar, R. S. (2020). Life Style Banking Technology-A Road Map for Better Financial Inclusion Through
Co-Operative Banking. Our Heritage, 68(30), 451-466.

Ozioma, N. D., & Marcus, A. O. (2020). MARKETING PUBLIC RELATIONS AND CONSUMER
PATRONAGE OF BANK PRODUCTS IN ANAMBRA STATE, NIGERIA. MARKETING, 3(1), 1-19.

Singh, A., & Mehta, A. (2020). Transformation of Banking Industry Through E-Delivery Channels: An
Empirical Study of Customers of Rural and Semi-Urban Area Banks of Punjab. Our Heritage, 68(1), 9425-
9431.

Gupta, M. (2019). A COMPARATIVE STUDY ON CRM PRACTICES IN PUBLIC AND PRIVATE BANKS
FOR CUSTOMER RETENTION. Journal Current Science, 20(02).

De, L. (2020). Converging Artificial Intelligence in Indian Banking Business–An Overview. The

Management Accountant Journal, 55(1), 80-84.