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Generative KI im Kundenservice der Fondsdienstleistungsbranche: Analyse der Servicequalität und Nutzungsbereitschaft

Author

Listed:
  • Adorno, Giuseppe
  • Schubart, Constantin

Abstract

Evolving customer expectations and increasing pressure for efficiency are accelerating the integration of generative artificial intelligence into customer services. This paper examines the perception and acceptance of AI-supported communication within the particularly trust-sensitive asset management industry. Based on an online survey incorporating a vignette experiment, the study analyzes perceived service quality, trust, and inteded use in this context. The findings indicate that AI-generated responses are perceived as equivalent in quality or slightly better than human-generated responses in certain dimensions. At the same time a preference for human operated channels seems to persist. The sample reveals different user segments ranging from digitally inclined and independent decision-makers to more traditionally oriented clients. These groups require differentiated implementation strategies. Accordingly, the primary challenge for financial service providers lies less in the technological capabilities of generative systems than in overcoming a trust- and context-dependent acceptance gap. A sustainable deployment of AI in customer service therefore does not call for a one-size-fits-all solution. This study recommends aligning the implementation with an analysis of the company's own customer structure and their individual needs, and gradually adapting the business process landscape to the new technology.

Suggested Citation

  • Adorno, Giuseppe & Schubart, Constantin, 2026. "Generative KI im Kundenservice der Fondsdienstleistungsbranche: Analyse der Servicequalität und Nutzungsbereitschaft," IU Discussion Papers - Business & Management 13 (Juli 2026), IU International University of Applied Sciences.
    • Handle: RePEc:zbw:iubhbm:342561
    DOI: 10.56250/4139
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    References listed on IDEAS

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    1. Raff, Tilmann & Billen, Peter & Hofmann, Jana, 2025. "KI-Nutzerakzeptanz am Beispiel von Chatbots im Online-Banking," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 42(1), pages 72-81.
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    3. Warjiyono Warjiyono & Hadiyanto Hadiyanto & Dinar Mutiara Kusumo Nugraheni, 2025. "AI chatbot quality in customer service: Extending measurement models with conversational capability," Edelweiss Applied Science and Technology, Learning Gate, vol. 9(10), pages 1416-1436.
    4. Roman Senger, 2025. "Chatbots im Kundenservice: Selfservice-Lösungen," Springer Books, in: Kai Altenfelder & Sonja Kieffer-Radwan & Dieter Schönfeld (ed.), Services Management und Künstliche Intelligenz, chapter 3, pages 39-54, Springer.
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    Keywords

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    JEL classification:

    • G23 - Financial Economics - - Financial Institutions and Services - - - Non-bank Financial Institutions; Financial Instruments; Institutional Investors
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness

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