Advanced frameworks for implementing artificial intelligence in customer service operations within retail banking

Posted: Oct 28, 2025

• Dr. Eleanor Vance
• Professor Marcus Thorne

Abstract

This research introduces a novel neuro-symbolic hybrid framework for implementing artificial intelligence in retail banking customer service operations, addressing critical limitations in current approaches that predominantly rely on either purely statistical machine learning or rule-based systems. Traditional implementations struggle with the complex interplay between regulatory compliance, emotional intelligence, and operational efficiency required in banking contexts. Our framework integrates three innovative components: a quantum-inspired optimization layer for resource allocation, a bio-inspired emotional resonance module based on mammalian social cognition principles, and a dynamic compliance adaptation engine that learns regulatory patterns. The methodology represents a significant departure from conventional approaches by treating customer service as a complex adaptive system rather than a linear process. We developed and tested our framework across three major retail banking institutions over an eighteen-month period, collecting data from over 50,000 customer interactions. Results demonstrate a 47