Published Paper Details:

This article presents a comprehensive examination of the customer support and query resolution services offered by two prominent entities in the Indian banking sector: State Bank of India (SBI) and ICICI Bank. In the fast-paced realm of digital finance, the efficiency of these services plays a pivotal role in shaping the user experience and, consequently, the success of the respective institutions. The study delves into the user interfaces, accessibility features, and overall customer support ecosystems embedded in the net banking platforms of SBI and ICICI. Beyond surface-level comparisons, it explores the nuanced strategies employed by each bank to address customer queries promptly and effectively. The analysis extends to technological integration, artificial intelligence applications, personalized services, and crisis management, uncovering the distinctive approaches adopted by SBI and ICICI. Findings reveal a user-centric ethos, with both banks demonstrating a commitment to technological innovation and user-friendly interfaces. Personalized customer support emerges as a focal point, while the role of artificial intelligence and the human touch in digital banking add layers to the overall customer experience. The comparative review also examines crisis management and global banking solutions, providing valuable insights for users navigating the complexities of online financial management. As digital banking continues to redefine the financial landscape, this study aims to empower users and industry stakeholders with informed perspectives on the strengths, weaknesses, and unique features characterizing the net banking services of SBI and ICICI. The article concludes by highlighting the subjective nature of the choice between these institutions, emphasizing the importance of aligning individual priorities with the dynamic offerings of the digital banking sphere.