Внедряване на изкуствения интелект в банковия сектор: казус банка ДСК
Implementation of Artificial Intelligence in The Banking Sector: A Case Study of DSK Bank

Author(s): Monika Tsvetanova
Subject(s): Economy, Business Economy / Management, Financial Markets, ICT Information and Communications Technologies, Socio-Economic Research
Published by: Университет за национално и световно стопанство (УНСС)
Keywords: DSK Bank; Artificial Intelligence (AI); EU AI Act
Summary/Abstract: This report examines the implementation of Artificial Intelligence (AI) in DSK Bank as part of the broader digital transformation of the banking sector in Bulgaria and the European Union. The main trends, benefits, and risks associated with the application of AI technologies in the banking industry are analyzed, as well as their alignment with regulatory frameworks such as the EU AI Act and GDPR. The case study of DSK Bank demonstrates that the use of an AI-based assistant and automated systems can significantly improve efficiency and customer service. At the same time, the report explores challenges related to ethics, transparency, and the protection of customer data. Recommendations are provided for adopting a human-in-the-loop (HITL) approach to achieve a balance between automation and human oversight. In conclusion, it is emphasized that DSK Bank has the potential to become a leading example of responsible and innovative use of AI in the banking sector.

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