Assessing how AI-driven chatbots impact customer experience and satisfaction in Nigerian commercial banks

Abstract

This study is a systematic and explorative review research method with the aim of ascertaining how AI-driven Chatbots impact customer experience and satisfaction in Nigerian Commercial banks. AI-driven chatbots are software applications powered by artificial intelligence technologies that interact with users through text or voice which is a human-like conversation. Chatbots driven by AI have become a revolutionary force in the banking industry, providing improved customer service, operational effectiveness, and financial inclusion. Through 24/7 accessibility, prompt responses, customer complaints resolution and customized banking experiences, their incorporation into Nigerian banks has increased client engagement. Despite these benefits, adoption is hampered by issues like data privacy concerns, regulatory limitations, and the requirement for ongoing advancements in AI capabilities. By offering real-time responses, automating tedious activities, and enabling banks to reach a larger audience, AI chatbots greatly improve customer experiences. Nigerian banks are using AI to enhance client engagement and service delivery, as demonstrated by the use of chatbots like Ada (FirstBank), Leo (UBA), and Habari (GTBank). The systematic study shows that chatbots powered by AI are becoming a crucial aspect of contemporary banking operations, especially in Nigerian commercial banks. The study concludes that through automation, immediate responses, tailored interactions, and round-the-clock accessibility, these intelligent solutions improve customer service delivery. One of the most important measures of banking performance and competitiveness is still customer satisfaction. AI-powered chatbots increase customer satisfaction by enhancing operational effectiveness, convenience, responsiveness, and service quality. The study recommends that Nigerian commercial banks must constantly enhance their AI chatbot systems in order to guarantee dependability, security, personalization, and customer-centered service delivery. The study advised that if AI-driven Chatbot is not adequately handled, issues like cybersecurity threats, technological constraints, and decreased human engagement could have a detrimental impact on consumer experiences.