Journal of Neutrosophic and Fuzzy Systems JNFS 2771-6449 2771-6430 10.54216/JNFS https://www.americaspg.com/journals/show/1354 2021 2021 Registrar, Narula Institute of Technology, Kolkata-700109, W.B, India Nidhi Singh Department of Engineering Science, Academy of Technology, Adisaptagram, Hooghly-712502, India Avishek Chakraborty Department of Mathematics, Indian Institute of Engineering Science and Technology, Shibpur, Howrah-711103, India Baisakhi Banik Heritage Business School, 994, Madurdaha, Chowbaga Road, Anandapur, P.O. East Kolkata Township, Kolkata-700107, West Bengal, India Soma D. Biswas Army Institute of Management, Judges Court Road, Alipore, Kolkata 700027 Malini Majumdar 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 247, and hence there arises the requirement to provide 247, 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 247 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 2022 26 41 10.54216/JNFS.040202 https://www.americaspg.com/articleinfo/24/show/1354