aspg-24-1354-1791482673 20261008180433 American Scientific Publishing Group admin@americaspg.com American Scientific Publishing Group Journal of Neutrosophic and Fuzzy Systems JNFS 2771-6430 2771-6449 2022 4 2 Nidhi Singh Registrar, Narula Institute of Technology, Kolkata-700109, W.B, India Avishek Chakraborty Department of Engineering Science, Academy of Technology, Adisaptagram, Hooghly-712502, India Baisakhi Banik Department of Mathematics, Indian Institute of Engineering Science and Technology, Shibpur, Howrah-711103, India Soma D. Biswas Heritage Business School, 994, Madurdaha, Chowbaga Road, Anandapur, P.O. East Kolkata Township, Kolkata-700107, West Bengal, India Malini Majumdar Army Institute of Management, Judges Court Road, Alipore, Kolkata 700027 Chatbots is an amalgamation of two words, Chats and bots. The meaning of Chat is to talk and bots are robots. Thus specifically Chat bots are talkative robots. The machine which is planned and controlled by a computer is called Robot. The banking business has become 24/7, and hence there arises the requirement to provide 24/7, 365 days a year services to customers. By any means, this is impossible for any human being, and for this reason, the machine was required to be invented. Even the multifaceted problems can be solved by robots with the help of external human force or with entrenched system rule. Humans are replaced by robots in doing tough, dangerous, and recurring activities that could not be performed by the former because of their restrictions. In banks, Robots Process Automation can reduce operational errors, reduce the cost of human capital, and has the potential to do multitask 24/7 without fatigue and 100% success rate. The fundamental of this paper is to appreciate the necessity of robotics process automation in the West Bengal banking industry. A pentagonal neutrosophic number (PNN) based Tomada de decisao interativa e multicritévio (TODIM) method multi-criteria decision making (MCDM) problem is included here to uncover the most vital chatbots factors these days. This study would assist in gaining insights on the consequence of the beginning of RPA in the Banking sector and its overall impact on Customer Relationship Management. 2022 26 41 1354 https://creativecommons.org/licenses/by/4.0/ 10.54216/JNFS.040202 https://www.americaspg.com/journal/24/article/1354 https://www.americaspg.com/storage/78.pdf