The Role of Artificial Intelligence in Promoting Financial Inclusion: A Field Study of Al-Aman Bank for Trade and Investment

Abstract

 This study investigates the role of artificial intelligence (AI) in promoting financial inclusion at Al-Aman Bank for Trade and Investment. Specifically, it examines how AI-driven financial service contributes to improving financial inclusion of further customer access and service efficiency. The study adopts a descriptive quantitative research design to assess the extent of AI application and its relationship with financial inclusion indicators. Data were collected through a structured questionnaire distributed across three branches of Al-Aman Bank (Al-Siyahiya, Dhat Al-Emad, and Al-Dhahra). The collected responses were analysed using the Statistical Package for the Social Sciences (SPSS), employing appropriate descriptive statistical techniques to evaluate patterns of AI utilisation and accessibility of financial services.

The findings indicate that the bank demonstrates a high level of reliance on AI applications in delivering financial services, which significantly enhances service efficiency and operational performance. The results also show that the sufficient bank’s geographical branch distribution facilitates broader customer access to financial services. Moreover, digital financial services are widely available, enabling customers to conduct transactions regardless of time and location. However, the analysis reveals that financial illiteracy among customers remains a significant barrier to the effective adoption of electronic financial services.

The study recommends that Al-Aman Bank should continue investing in AI-based financial technologies to improve service quality, reduce operational errors, and enhance overall institutional performance. It also highlights the importance of maintaining and expanding branch distribution in densely populated and underserved regions. Additionally, the study emphasises the need for targeted financial literacy programmes to improve customer awareness and utilisation of digital financial services, thereby strengthening financial inclusion outcomes.