Financial Services

For millions of users in developing economies who depend on mobile banking as their primary gateway to financial services, app quality directly shapes financial access. The study analyzed 5,652 Google Play reviews in English and Bangla (filtered from 11,414 raw reviews) for four Bangladeshi government banking apps. The authors used a hybrid labeling approach that combined use of the reviewer's star rating for each review along with a separate independent XLM-RoBERTa classifier to produce moderate inter-method agreement (kappa = 0.459). Traditional models outperformed transformer-based ones: Random Forest produced the highest accuracy (0.815), while Linear SVM produced the highest weighted F1 score (0.804); both were higher than the performance of fine-tuned XLM-RoBERTa (0.793). McNemar's test confirmed that all classical models were significantly superior to the off-the-shelf XLM-RoBERTa (p < 0.05), while differences with the fine-tuned variant were not statistically significant. DeBERTa-v3 was applied to analyze the sentiment at the aspect level across the reviews for the four apps; the reviewers expressed their dissatisfaction primarily with the speed of transactions and with the poor design of interfaces; eJanata app received the worst ratings from the reviewers across all apps. Three policy recommendations are made based on these findings - remediation of app quality, trust-centred release management, and Bangla-first NLP adoption - to assist state-owned banks in moving towards improving their digital services through data-driven methods. Notably, a 16.1-percentage-point accuracy gap between Bangla and English text highlights the need for low-resource language model development.

People increasingly use LLM agents for multi-turn financial recommendations, where the agent pulls market data through tools and tracks user preferences across turns. When tool outputs are manipulated, the recommendations stop matching the user's stated risk profile, but because standard metrics like NDCG only score general relevance, risky and safe stocks score alike, so the metric says nothing went wrong. We call this gap evaluation blindness. We replay 23-turn financial advisory conversations across eight language models, running each dialogue twice with clean and manipulated tool data. Quality scores stay nearly identical to clean sessions while the agents produce risk-mismatched recommendations in 65-99% of turns, unanimous across all eight models. The mechanism is visible turn-by-turn: 80% of risk-score citations across 1,840 turns reproduce the manipulated value verbatim, not a single turn pushes back, and safe-language framing of high-risk stocks ranges from 14% (Qwen2.5-7B) to 69% (Claude Sonnet 4.6). The property that makes frontier models good agents, faithfully grounding their reasoning in tool outputs, also makes them follow manipulated ones. The damage is not memory-driven: contaminating only the current turn still produces 95% of the violations. The model internally distinguishes the manipulation (sparse autoencoder features separate adversarial from random perturbations), but this does not translate into safer output. Activation-level interventions recover under 6% of the safety gap, prompt-level self-verification fails because the self-check reads the same manipulated data, and a parametric cross-check that flags contamination at 99-100% per turn on a frontier model still leaves aggregate suitability unchanged: the agent identifies the tampering and recommends it anyway.

Personalized marketing in financial services requires models that can both predict customer behavior and generate compliant, context-appropriate content. This paper presents a hybrid architecture that integrates classical machine learning for segmentation, latent intent modeling, and personalization prediction with retrieval-augmented large language models for grounded content generation. A synthetic, reproducible dataset is constructed to reflect temporal customer behavior, product interactions, and marketing responses. The proposed framework incorporates temporal encoders, latent representations, and multi-task classification to estimate segment membership, customer intent, and product-channel recommendations. A retrieval-augmented generation layer then produces customer-facing messages constrained by retrieved domain documents. Experiments show that temporal modeling and intent features improve personalization accuracy, while citation-based retrieval reduces unsupported generation and supports auditability in regulated settings. The contribution is primarily architectural, demonstrating how predictive modeling and RAG-based generation can be combined into a transparent, explainable pipeline for financial services personalization.

Central Bank Digital Currency (CBDCs) are becoming a new digital financial tool aimed at financial inclusion, increased monetary stability, and improved efficiency of payment systems, as they are issued by central banks. One of the most important aspects is that the CBDC must offer secure offline payment methods to users, allowing them to retain cash-like access without violating Anti-Money Laundering and Counter-terrorism Financing (AML/CFT) rules. The offline CBDC ecosystems will provide financial inclusion, empower underserved communities, and ensure equitable access to digital payments, even in connectivity-poor remote locations. With the rapid growth of Internet of Things (IoT) devices in our everyday lives, they are capable of performing secure digital transactions. Integrating offline CBDC payment with IoT devices enables seamless, automated payment without internet connectivity. However, IoT devices face special challenges due to their resource-constrained nature. This makes it difficult to include features such as double-spending prevention, privacy preservation, low-computation operation, and digital identity management. The work proposes a privacy-preserving offline CBDC model with integrated secure elements (SEs), zero-knowledge proofs (ZKPs), and intermittent synchronisation to conduct offline payments on IoT hardware. The proposed model is based on recent improvements in offline CBDC prototypes, regulations and cryptographic design choices such as hybrid architecture that involves using combination of online and offline payment in IoT devices using secure hardware with lightweight zero-knowledge proof cryptographic algorithm.

Large language model (LLM) agents, such as OpenAI's Operator and Claude's Computer Use, can automate workflows but unable to handle payment tasks. Existing agentic solutions have gained significant attention; however, even the latest approaches face challenges in implementing end-to-end agentic payment workflows. To address this gap, this research proposes the Hierarchical Multi-Agent System for Payments (HMASP), which provides an end-to-end agentic method for completing payment workflows. The proposed HMASP leverages either open-weight or proprietary LLMs and employs a modular architecture consisting of the Conversational Payment Agent (CPA - first agent level), Supervisor agents (second agent level), Routing agents (third agent level), and the Process summary agent (fourth agent level). The CPA serves as the central entry point, handling all external requests and coordinating subsequent tasks across hierarchical levels. HMASP incorporates architectural patterns that enable modular task execution across agents and levels for payment operations, including shared state variables, decoupled message states, and structured handoff protocols that facilitate coordination across agents and workflows. Experimental results demonstrate the feasibility of the proposed HMASP. To our knowledge, HMASP is the first LLM-based multi-agent system to implement end-to-end agentic payment workflows. This work lays a foundation for extending agentic capabilities into the payment domain.

Large language models (LLMs)-based chatbots are increasingly being adopted in the financial domain, particularly in digital banking, to handle customer inquiries about products such as deposits, savings, and loans. However, these models still exhibit low accuracy in core banking computations-including total payout estimation, comparison of products with varying interest rates, and interest calculation under early repayment conditions. Such tasks require multi-step numerical reasoning and contextual understanding of banking products, yet existing LLMs often make systematic errors-misinterpreting product types, applying conditions incorrectly, or failing basic calculations involving exponents and geometric progressions. However, such errors have rarely been captured by existing benchmarks. Mathematical datasets focus on fundamental math problems, whereas financial benchmarks primarily target financial documents, leaving everyday banking scenarios underexplored. To address this limitation, we propose BankMathBench, a domain-specific dataset that reflects realistic banking tasks. BankMathBench is organized in three levels of difficulty-basic, intermediate, and advanced-corresponding to single-product reasoning, multi-product comparison, and multi-condition scenarios, respectively. When trained on BankMathBench, open-source LLMs exhibited notable improvements in both formula generation and numerical reasoning accuracy, demonstrating the dataset's effectiveness in enhancing domain-specific reasoning. With tool-augmented fine-tuning, the models achieved average accuracy increases of 57.6%p (basic), 75.1%p (intermediate), and 62.9%p (advanced), representing significant gains over zero-shot baselines. These findings highlight BankMathBench as a reliable benchmark for evaluating and advancing LLMs' numerical reasoning in real-world banking scenarios.

Operational disruptions in retail payments can induce behavioral responses that outlast technical recovery and may amplify liquidity stress. We propose a multi-agent model linking card payment outages to trust dynamics, channel avoidance, and threshold-gated withdrawals. Customers and merchants interact through repeated payment attempts, while customers additionally influence one another on a Watts-Strogatz small-world network. Customers update bounded memory variables capturing accumulated negative experience (scar) and perceived systemic risk (rumor), with merchants contributing persistent broadcast signals that may lag operational recovery. We prove that, under mild conditions on memory persistence and threshold gating, aggregate withdrawal pressure can peak strictly after the outage nadir, including during the recovery phase. Simulations reproduce behavioral hysteresis and confirm delayed peaks of outflows. We further study payment substitution via instant transfer: substitution consistently reduces peak avoidance, yet its effect on cumulative outflows is non-monotonic under realistic merchant broadcast persistence. Robustness experiments across random seeds show stable qualitative behavior. The model highlights why "status green" is not equivalent to risk resolution and motivates incident response strategies that address perception, merchant messaging, and post-recovery communication in addition to technical remediation.

Invoice or payment dilution is the gap between the approved invoice amount and the actual collection is a significant source of non credit risk and margin loss in supply chain finance. Traditionally, this risk is managed through the buyer's irrevocable payment undertaking (IPU), which commits to full payment without deductions. However, IPUs can hinder supply chain finance adoption, particularly among sub-invested grade buyers. A newer, data-driven methods use real-time dynamic credit limits, projecting dilution for each buyer-supplier pair in real-time. This paper introduces an AI, machine learning framework and evaluates how that can supplement a deterministic algorithm to predict invoice dilution using extensive production dataset across nine key transaction fields.

Credit exposure in Decentralized Finance (DeFi) is often implicit and token-mediated, creating a dense web of inter-protocol dependencies. Thus, a shock to one token may result in significant and uncontrolled contagion effects. As the DeFi ecosystem becomes increasingly linked with traditional financial infrastructure through instruments, such as stablecoins, the risk posed by this dynamic demands more powerful quantification tools. We introduce DeXposure-FM, the first time-series, graph foundation model for measuring and forecasting inter-protocol credit exposure on DeFi networks, to the best of our knowledge. Employing a graph-tabular encoder, with pre-trained weight initialization, and multiple task-specific heads, DeXposure-FM is trained on the DeXposure dataset that has 43.7 million data entries, across 4,300+ protocols on 602 blockchains, covering 24,300+ unique tokens. The training is operationalized for credit-exposure forecasting, predicting the joint dynamics of (1) protocol-level flows, and (2) the topology and weights of credit-exposure links. The DeXposure-FM is empirically validated on two machine learning benchmarks; it consistently outperforms the state-of-the-art approaches, including a graph foundation model and temporal graph neural networks. DeXposure-FM further produces financial economics tools that support macroprudential monitoring and scenario-based DeFi stress testing, by enabling protocol-level systemic-importance scores, sector-level spillover and concentration measures via a forecast-then-measure pipeline. Empirical verification fully supports our financial economics tools. The model and code have been publicly available. Model: https://huggingface.co/EVIEHub/DeXposure-FM. Code: https://github.com/EVIEHub/DeXposure-FM.

Large language models are becoming increasingly significant in financial applications. Nevertheless, prevailing benchmarks are largely dependent on simulated or generic data, which leads to a significant gap between reported performance and actual efficacy in real-world scenarios. To tackle this challenge, we present BizFinBench.v2, the first integrated offline and online benchmark built upon authentic user query-response data from both Chinese and U.S. equity markets. It comprises 28,860 questions across eight offline and two online tasks. Experimental results show that GPT-5 achieves a mere 61.5% accuracy, still failing to meet the practical business requirement (84.8%). Among the evaluated commercial models, DeepSeek-R1 exhibits superior investment efficacy. Error analysis grounded in real financial practice reveals persistent limitations in existing models. By overcoming the constraints of prior benchmarks, BizFinBench.v2 provides a substantiated foundation for advancing LLM deployment in the financial sector. Our data and code are available at https://github.com/HiThink-Research/BizFinBench.v2.

We study how generative artificial intelligence (GenAI) reshapes financial analysts' information production. Using the 2023 integration of GenAI into FACTSET as a plausibly exogenous change in AI access, we find that FACTSET-associated reports become markedly richer--featuring 26% more distinct information sources, 24% broader topical coverage, and 21% more analytical methods--while also improving timeliness. However, these gains do not uniformly improve decision quality: relative forecast accuracy declines when analysts face greater information-processing demands. Yet, a machine-learning benchmark processing the same observable inputs shows no analogous deterioration, pointing to a human processing constraint rather than poorer underlying information. Placebo tests using other data vendors make a common platform-wide technology trend unlikely. Overall, GenAI relaxes information-acquisition constraints while making human attention a more important bottleneck.

Understanding the economic intent of Ethereum transactions is critical for user safety, yet current tools expose only raw on-chain data or surface-level intent, leading to widespread ``blind signing'' (approving transactions without understanding them). Through interviews with 16 Web3 users, we find that effective explanations should be structured, risk-aware, and grounded at the token-flow level. Motivated by these findings, we formulate TxSum, a new domain-grounded NLP task for DeFi transaction explanation, and construct a dataset of 187 complex Ethereum transactions with 2,375 token-flow annotations and transaction-level summaries. We further introduce MATEX, a grounded multi-agent framework for high-stakes transaction explanation. It selectively retrieves external knowledge under uncertainty and audits explanations against raw traces to improve token-flow-level factual consistency. MATEX achieves the strongest overall explanation quality, especially on micro-level factuality and intent quality. It improves user comprehension on complex transactions from 52.9% to 76.5% over the strongest baseline and raises malicious-transaction rejection from 36.0% to 88.0%, while maintaining a low false-rejection rate on benign transactions.

Traditional decision tree models, which rely exclusively on numerical variables, often face challenges in handling high-dimensional data and are limited in their ability to incorporate textual information effectively. To address these limitations, we propose the integrated multivariate segmentation tree (IMST), a comprehensive framework designed to improve credit evaluation for small- and medium-sized enterprises (SMEs) by integrating financial data with textual sources. This method comprises three core stages: (1) transforming textual data into numerical matrices through matrix factorization, (2) selecting salient financial features using Lasso regression, and (3) constructing a multivariate segmentation tree based on either the Gini index or entropy, with weakest-link pruning applied to control model complexity. Experimental results based on a dataset of 1,428 Chinese SMEs demonstrated that IMST achieved an accuracy rate of 88.9%, surpassing both baseline decision trees (87.4%) and conventional models such as support vector machines and neural networks. Furthermore, the proposed model demonstrated superior interpretability and computational efficiency, featuring a more streamlined architecture and improved risk detection capabilities.

Recent advancements in financial problem-solving have leveraged LLMs and agent-based systems, with a primary focus on trading and financial modeling. However, credit assessment remains an underexplored challenge, traditionally dependent on rule-based methods and statistical models. In this paper, we introduce MASCA, an LLM-driven multi-agent system designed to enhance credit evaluation by mirroring real-world decision-making processes. The framework employs a layered architecture where specialized LLM-based agents collaboratively tackle sub-tasks. Additionally, we integrate contrastive learning for risk and reward assessment to optimize decision-making. We further present a signaling game theory perspective on hierarchical multi-agent systems, offering theoretical insights into their structure and interactions. Our paper also includes a detailed bias analysis in credit assessment, addressing fairness concerns. Experimental results demonstrate that MASCA outperforms baseline approaches, highlighting the effectiveness of hierarchical LLM-based multi-agent systems in financial applications, particularly in credit scoring.

Carbon emissions significantly contribute to climate change, and carbon credits have emerged as a key tool for mitigating environmental damage and helping organizations manage their carbon footprint. Despite their growing importance across sectors, fully leveraging carbon credits remains challenging. This study explores engineering practices and fintech solutions to enhance carbon emission management. We first review the negative impacts of carbon emission non-disclosure, revealing its adverse effects on financial stability and market value. Organizations are encouraged to actively manage emissions and disclose relevant data to mitigate risks. Next, we analyze factors influencing carbon prices and review advanced prediction algorithms that optimize carbon credit purchasing strategies, reducing costs and improving efficiency. Additionally, we examine corporate carbon emission prediction models, which offer accurate performance assessments and aid in planning future carbon credit needs. By integrating carbon price and emission predictions, we propose research directions, including corporate carbon management cost forecasting. This study provides a foundation for future quantitative research on the financial and market impacts of carbon management practices and is the first systematic review focusing on computing solutions and engineering practices for carbon credits.

Credit scoring has been catalogued by the European Commission and the Executive Office of the US President as a high-risk classification task, in light of the potential harms of making loan approval decisions based on models that would be biased against certain groups. To address this concern, recent credit scoring research has considered a range of fairness-enhancing techniques put forward by the machine learning community to reduce bias and unfair treatment in classification systems. While the definition of fairness or the approach they follow to impose it may vary, most of these techniques, however, disregard the robustness of the results. This can create situations where unfair treatment is effectively corrected in the training set, but when producing out-of-distribution classifications, unfair treatment is incurred again. Instead, in this paper, we will investigate how to apply Distributionally Robust Optimisation (DRO) methods to credit scoring, thereby empirically evaluating how they perform in terms of fairness, ability to classify correctly, and the robustness of the solution against changes in the marginal proportions. In so doing, we find DRO methods to provide a substantial improvement in terms of fairness, with almost no loss in predictive performance. These results thus indicate that DRO can improve fairness in credit scoring, provided that further advances are made in efficiently implementing these systems. In addition, our analysis suggests that many of the commonly used fairness metrics are not ideally suited to the credit scoring setting, as they evaluate performance at a single classification threshold.