The impact of chatbot on customer satisfaction: A comparative analysis of Ziva and Leo

Abstract

This study investigated the efficacy of two such chatbots-- United Bank for Africa’s Leo and Zenith Bank’s Ziva. It sought to draw comparisons by observing their capacities to address customer queries and achieve customer satisfaction among youths in Lagos, Nigeria. The research employed the Uses and Gratification theory and the Servqual Model to analyse user experiences. A qualitative approach, utilizing thematic analysis of 16 interviews (10 Leo users and 6 Ziva users), reveals that Leo is perceived as more efficient. In the same vein, it is concluded that Zenith's Ziva has room for improvement. To support this conclusion, several recommendations were made. These include the need to allow Leo/Ziva to connect users to a human agent, as well as to incorporate generative AI and text-to-speech features.