Abdulazeez Abdulquadri, Emmanuel Mogaji, Tai Anh Kieu and Nguyen Phong Nguyen
Recognising the high numbers of unbanked and financially excluded adults in Nigeria, this study aims to position chatbot as a digital transformation tool to radically change…
Abstract
Purpose
Recognising the high numbers of unbanked and financially excluded adults in Nigeria, this study aims to position chatbot as a digital transformation tool to radically change business model, improve customer experience and enhance financial inclusion in emerging markets.
Design/methodology/approach
The Search-Access-Test (S-A-T) model was adopted to understand how Nigerian banks are adopting chatbots.
Findings
A majority of Nigerian banks now have chatbots that enhance customer engagement and financial inclusion. WhatsApp was the most frequently used platform. Chatbots were often branded and presented with female gender identification. The chatbots were less responsive beyond their predefined path. While Nigeria is a multilingual country with English being the original language, none of the chatbots used any of the Nigerian’s local languages.
Practical implications
Brands need to re-evaluate their chatbots with regard to responsiveness, predefined questions, verification and privacy. There are also possibilities of branding the chatbot and developing content creation strategies for proper engagement. Beyond English, the integration of African languages into chatbot is essential for digital transformation. Digital literacy and skills, particularly in the field of science, technology, engineering and mathematics, should be supported to equip future developers and create more jobs.
Originality/value
While many theoretically based models for investigating the adoption of digital technologies have often placed focus on users’ ability to engage, this study takes an alternative perspective; by using the S-A-T model, it lays the responsibilities on the banks and chatbot developer to ensure that their chatbots are secure, responsive and able to meet the needs of the customers.
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Keywords
Yusuf Ismaila Mustapha and Abdulazeez Olamide Abdulquadri
This chapter explores the symbiotic relationship between digitalization and sustainability in the context of Industry 4.0. Examining key technologies such as blockchain…
Abstract
This chapter explores the symbiotic relationship between digitalization and sustainability in the context of Industry 4.0. Examining key technologies such as blockchain, artificial intelligence (AI), and the Internet of Things (IoT), this chapter unveils their transformative impact on industries, emphasizing the role of data-driven decision-making, supply chain transparency, and circular economy principles. Real-world case studies illustrate successful implementations, showcasing how organizations leverage digital twins, blockchain for supply chain transparency, and extended reality for sustainable training. The regulatory landscape emerges as a crucial factor, shaping the adoption of digital technologies for sustainability, while emerging trends like 5G, edge computing, and AI promise to redefine the future. As a conclusion, policymakers are urged to strike a balance between innovation and regulation, fostering an environment conducive to responsible digital practices. Industries are encouraged to embrace emerging trends, and researchers are invited to explore the synergies between 5G, edge computing, and AI for holistic sustainability solutions. Together, these efforts aim to propel Industry 4.0 toward a resilient and sustainable future.