Análise da implementação da inteligência artificial

: caso prático na banca

Abstract

The increasing digitalization of financial services has driven the banking sector to adopt innovative technologies to improve operational efficiency and customer experience. Among these technologies, Artificial Intelligence (AI) is emerging as a key tool for optimizing processes, enhancing decision-making, and strengthening customer relationships. This dissertation analyzes the implementation of AI in a private banking institution, assessing its benefits, challenges, and practical applications. The study follows a qualitative approach, using a case study methodology to investigate how AI is being integrated into the institution’s operations. Through semi-structured interviews with professionals from the commercial and investment departments, as well as the IT team, key insights were gathered regarding AI adoption. The results indicate that AI has the potential to significantly streamline internal processes, automate administrative tasks, and improve investment recommendations. However, challenges such as model reliability, data security, and resistance to change remain major concerns. A financial analysis of AI implementation was conducted, demonstrating that, despite the initial investment required, AI solutions can lead to significant cost savings and increased revenues by optimizing asset management and reducing the time spent on repetitive tasks. The findings also highlight the importance of ensuring transparency and explainability in AI-driven decision-making to maintain trust in financial advisory services. This dissertation contributes to the academic and professional debate on AI in the banking sector by offering a practical perspective on its implementation. Additionally, it provides recommendations for financial institutions looking to integrate AI, emphasizing the need for a gradual and strategic approach. Future research should explore the evolving role of generative AI in private banking and analyze customer perceptions regarding AI-driven services.

Date of Award	15 Jul 2025
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Paulo Alves (Supervisor)