Browsing by Author "Cabuyales Aponte, Jhonnatan Steven"
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Item Efectos de la inteligencia artificial y la automatización en la prestación de servicios financieros en Colombia: revisión bibliográfica(Universidad Santiago de Cali, 2025) García Yepes, Isabella; Cabuyales Aponte, Jhonnatan Steven; Mina Varela, Carlos Alberto (Director)The article examines the impact of artificial intelligence (AI) and automated systems on the delivery of financial services in Colombia, with the aim of evaluating how these technologies have influenced operational productivity, customer service personalization, and user satisfaction, as well as the regulatory, security, labor impact, and public opinion challenges that arise with their implementation. The research follows a qualitative approach, based on a systematic review of secondary sources, such as academic articles, institutional reports, and case studies published between 2020 and 2025, using the deductive method to analyze trends and contrast findings, prioritizing documents with empirical data and official sources. The results show that AI has significantly improved efficiency and customer experience, with tools such as chatbots and predictive analytics reducing wait times and minimizing errors. According to the Financial Superintendence of Colombia (2024), 94.5% of the population accesses digital financial products, highlighting the use of electronic wallets, while Fintech companies lead innovation with a projected AI adoption rate of 70% by 2027, compared to 60% for traditional banking. However, there are significant challenges, such as the lack of a clear regulatory framework for Fintech, which generates uncertainty and legal risks, as well as an increase in cyberattacks and distrust in the handling of personal data. There is also resistance to change among target 5 groups such as the elderly and rural areas, where 35% of users still prefer human interaction. In the labor sector, a net positive balance of 12 million new jobs is anticipated by 2025, although a displacement of traditional roles is expected, requiring financial institutions to invest in training and redefine their operational models. In conclusion, artificial intelligence and automation have transformed the Colombian financial sector, promoting inclusion and efficiency, although their long-term success will depend on strengthening regulatory frameworks that balance innovation and consumer protection.