Purpose – Advanced companies have promptly incorporated artificial intelligence (AI) and blockchain functionalities into their service networks, significantly transforming the way their specific sectors see the execution of services. There have been a few studies on the use and combination of AI and blockchain, this study attempts to investigate how Artificial Intelligence (AI) and Human Intelligence (HI) are integrated in the banking sector under Industry 5.0.

Design/methodology – The study used a mixed-method approach, combining quantitative and qualitative investigation of ten leading financial institutions in various nations to determine how often AI and HI are used. Information for this study was obtained from publically available sources, company records, and primary surveys. PLS-SEM was utilised for the primary data analysis in this study, which focused on how AI-HI collaboration affects customer support and personnel well-being.

Findings – According to the study, AI-HI collaboration greatly improves employees well-being but has no effect on customer satisfaction while considering moderating factors like task difficulty. Although not considerably, AI explainability improves results, highlighting the need for more openness and knowledge.

Research limitations/implications – The study's concentration on big financial institutions, which might not be typical of the industry as a whole, poses limitations. Future studies must to take into account a bigger sample size, as well as new markets and smaller businesses. The research findings hold great significance for policymakers and business leaders who seek to enhance human-AI collaboration and guarantee ethical and transparent AI implementation in the financial services sector.

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Ms. Nirali Rathod