Examining the Role of the ISO 20022 Standard in Enhancing Artificial Intelligence Algorithms to Improve Customer Experience and Personalize Banking Services

Authors
Mahnaz Hashemi 1
Mohamad Reza Sanaei 2
1 Department of Information Technology Management, Qazvin Branch, Islamic Azad University, Qazvin, Iran
2 Department of Information Technology, Qazvin Branch, Islamic Azad, Qazvin, Iran
Abstract
With the expansion of digital transformation in the banking industry, the standardization of financial data exchange has become one of the most critical requirements for improving service quality and enhancing customer experience. As a comprehensive framework for structuring and enriching transactional data, the ISO 20022 standard provides a suitable foundation for the development and strengthening of artificial intelligence algorithms. Under these conditions, examining the role of ISO 20022 in enhancing AI performance is a crucial step toward understanding the future of data-driven banking and designing innovative solutions to improve customer experience. In this study, a systematic review method and searches across academic databases were used to identify and screen studies related to ISO 20022, artificial intelligence, and banking. Out of 146 initial sources, following screening and quality evaluation, 18 relevant articles from 2020 to 2025 were selected for the final analysis. The findings provide a comprehensive overview of the role of ISO 20022 in strengthening AI algorithms and improving customer experience and service personalization in banking. Results indicate that by supplying structured and enriched data, ISO 20022 creates a key infrastructure for enhancing AI capabilities in banking. These data enable precise customer behavior analysis, prediction of future needs, and the delivery of personalized services, thereby significantly improving customer experience. Moreover, the integration of ISO 20022 and AI offers important operational and strategic advantages for banks—including cost reduction, enhanced security, increased customer loyalty, and new revenue opportunities. This conceptual framework demonstrates that combining data standardization with artificial intelligence paves the way for sustainable transformation in modern banking.
Keywords
ISO 20022
Artificial Intelligence
Customer Experience
Banking Service Personalization
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Marketing Science and Technology Journal
Volume 4, Issue 1
Spring 2026
Pages 31-44