The Impact of Artificial Intelligence on FinTech Service Delivery: A Narrative Review of Customer Experience and Financial Performance

Abstract

This narrative review explores the transformative impact of artificial intelligence (AI) on FinTech service delivery by analyzing its influence on operational efficiency, customer experience, and financial performance. The study synthesizes evidence from empirical literature, industry reports, and real-world case studies involving AI technologies such as machine learning (ML), natural language processing (NLP), and robotic process automation (RPA). Key findings reveal that AI significantly enhances service automation, fraud detection, and personalized financial advisory services, thereby improving operational efficiency and customer satisfaction. Companies like Upstart and Kount have achieved quantifiable benefits, including a 27% reduction in default rates and real-time fraud prevention. However, challenges persist in algorithmic transparency, data privacy, and trust in AI-mediated decisions. The review identifies critical areas for future research, including the need for explainable AI, hybrid human-AI models, and ethical frameworks for responsible deployment. Overall, the study underscores AI’s dual potential to drive efficiency and profitability in FinTech while raising essential considerations around fairness and accountability.