AI and Machine Learning Advances

Nebula AI is the Oman’s first locally hosted Artificial intelligence (AI) platform, has accelerated digital transformation across the banking sector. Banks in Oman, used AI-driven tools such as chatbots, fraud detection systems, and personalized financial recommendations to advance Nebula AI. This study investigated the impact of Nebula AI on banking operations and customer experiences in Oman by examining perceived usefulness (PU), perceived trust (PT), and customer satisfaction (CS) as predictors of Nebula AI adoption. A mixed-method sequential explanatory design was applied. Quantitative data were collected from 300 banking clients using structured questionnaires and analyzed using correlations and regression. Qualitative insights were obtained through 15 semi-structured interviews and thematic analysis was used to explore risks, challenges, and prospects. Quantitative results show PU and CS as the strongest predictors of Nebula AI adoption (p = .000), with PT also significant (p = .000). From qualitative results, it proved that users valued efficiency, fraud detection, and chatbot responsiveness but expressed concerns about data privacy, limited awareness of features, and the need for human oversight. This study offered actionable guidance for Omani banks: enhance transparency, strengthen data protection, improve customer awareness, and design more personalized AI services. It highlights the need for balanced human–AI integration to improve trust, satisfaction, and long-term adoption.