AI eller människan: Banksektorn i en digital era : En studie om AI som beslutsstöd i kreditriskbedömning

Sammanfattning

As artificial intelligence (AI) continues to expand across industries, its role in decision-making processes has become increasingly relevant, particularly in areas traditionally reliant on human judgement such as credit risk assessment. This study aims to develop adeeper understanding of how AI is used as decision support in credit risk assessment, andhow organizational, technical, and human factors influence its use in practice. Using aqualitative approach, data was collected through semi-structured interviews withprofessionals in the banking sector and analyzed using thematic analysis, resulting in severalkey themes related to the role of human judgement, the use of AI as decision support, andassociated challenges. The findings indicate that AI is primarily used to enhance efficiencyand support data-driven decision-making, particularly in standardized cases where largevolumes of data can be processed quickly. At the same time, the results highlight that AI doesnot replace human judgement. Instead, respondents emphasize the continued importance ofexperience, contextual understanding, and the ability to assess complex situations. While AIenables more efficient processes and structured decision support, it also introduceschallenges related to transparency, bias, and organizational readiness. The study thereforehighlights the importance of a balanced approach, where AI functions as a complement tohuman judgement rather than a replacement. Overall, the findings suggest that the value ofAI in credit risk assessment is realized through the interaction between technology, humanexpertise, and organizational context.