Utilization of Artificial Intelligence (AI) and Fear of Job Loss in the Banking Industry: Perspectives of Bank Employees

Abstract

This study investigated the utilization of AI and the fear of job loss, seeking employees’ perceptions in Kenya’s banking industry. This study adopted a descriptive survey design. Data was collected with a self-designed questionnaire. Fifty-two employees from five selected banks in Nairobi participated in the study. The findings revealed that banks utilize AI in various aspects of operational and customer services, but highly in cybersecurity, fraud detection, and anticipating customer needs. The findings also revealed that 82.7% of the respondents perceived that the high utilization of artificial intelligence (AI) in the banking industry raises the fear of job loss as they considered consolidation of tasks for a few workers and reduced staff workforce as the threats associated to Artificial Intelligence (AI) utilization in the banking industry. The employees believe that their jobs could be secured by embracing the AI technology and skill improvement. Thus, the study recommends that bank authorities facilitate the adjustments of the bank employees as jobs are redesigned to enable their transition to AI-related positions.