Generative-AI Chatbot for Young Adult Bank Customers
Young adults face financial concerns like credit card debt, poor financial literacy leading to overspending, lack of emergency funds, and student loan management. These issues impact their mental well-being and future financial growth. Additionally, traditional financial services provided by banks often focus on complex products, leaving young adults without everyday financial support. However, the rapid evolution of AI-empowered technology (e.g., Generative AI, Large Language Models, machine learning, Natural Language Processing…) has revolutionary changed the potential of services provided by banks in their relationship with customers.
Project name: Generative-AI Chatbot for Young Adult Bank Customers
Project manager: Inga-Lill Söderberg
Other participants in the project from KTH: Hui Zhu, Kent Eriksson, Eva-Lotta Sallnäs Pysander
Participating companies: Swedbank
Project period: 2025 - 2026
By focusing on young adults as the target group, this collaborative project aims to find the potential of AI-empowered technology, in particular Generative AI (Gen-AI), and its implementation in financial services on a daily basis; as well as its effects in addressing young adults’ financial wellbeing and inhibiting their financial concerns. The user experience design and implementation will also be investigated to generate design solutions and principles that can be utilized by banks in their development of service encounters.
The project will investigate:
a) young adults’ financial concerns and their expectations on financial support from a generative AI-empowered service in their daily lives;
b) how these collected requests can be designed and implemented with the financial service encounters from the perspectives of both the bank and the end-users; and
c) what design strategies that can be implemented, and how these design features positively can affect young adults' financial wellbeing and inhibit their financial concerns.
The expected contribution will be:
a) to business development in identifying guidelines for the development of a generative-AI chatbot with the purpose of improving young adults’ financial wellbeing and inhibiting their financial concerns; and
b) to the research in developing new knowledge in a rapidly evolving new field.
We are recruiting bank customers to join our interview or survey study; if you are interested, please register by filling in some basic information on the form. We will contact you for details later. It will take 2 minutes. All reporting on the project will be made on a group level and anonymized.
By filling in and submitting this form, you agree that KTH processes and stores submitted personal data according to the information on the page KTH's processing of personal data via forms.
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