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The development of the digital economy has driven increased customer interaction through online chat services, making customer satisfaction a key factor in business success. Response speed and chat service quality are two important aspects in shaping the customer experience, but previous research has tended to examine them separately. This study aims to analyze the influence of online chat services and response speed on customer satisfaction partially and simultaneously. The method used is a qualitative approach with a literature review of 12 scientific articles from 2020–2025 obtained from academic databases such as Google Scholar and SINTA. The analysis technique used is descriptive-critical through the identification, comparison, and synthesis of previous research findings. The results show that online chat services have a positive effect on customer satisfaction, primarily through interaction quality such as information accuracy, ease of use, and problem-solving ability. Response speed has also proven to be an important determinant, where a fast response significantly increases customer satisfaction. However, speed without quality has the potential to decrease satisfaction. The discussion shows that the two variables have a complementary and inseparable relationship. Online chat services function as a medium for interaction, while response speed is a quality attribute that determines the effectiveness of the service. Therefore, the integration of both in one model is the main contribution of this research in filling the literature gap, especially in the context of e-commerce in Indonesia.

The use of artificial intelligence (AI) in banking has grown rapidly in recent years, providing opportunities and challenges in dealing with it. AI in the banking world is expected to facilitate use, strengthen customer data security, and optimize risk management. This article aims to analyze the level of customer user experience towards banking services by utilizing artificial intelligence (AI). The analysis technique used in this study is descriptive with a quantitative approach, involving 100 respondents of various ages, various jobs and various educational backgrounds. The main requirement for respondents is that they are customers of various conventional banks in Ponorogo Regency who have used artificial intelligence (AI)-based banking services. Data were collected through questionnaires supplemented with secondary data in the form of documents related to the implementation of artificial intelligence in the banking service system. The application of AI in the banking sector is the detection and prevention of fraudulent transactions in real time, identity verification through biometrics, identity verification through biometrics, chatbots and virtual assistants for customer service, detecting suspicious activity, and the use of smart wallets. The findings in this study explain that artificial intelligence (AI) is able to increase the efficiency of services to customers, provide a better experience, and improve the quality of banking services. Customers are greatly helped by the use of artificial intelligence (AI)