Artificial Intelligence Chabots Utilisation and Customer Patronage of Selected Banks in Akwa Ibom State, Nigeria

Abstract

This study employed the survey research technique and the questionnaire as an instrument in gathering primary data from customers of Zenith, UBA, and Stanbic IBTC banks in Akwa Ibom State, to ascertain whether any significant relationship existed between their utilisation of the banks’ AI chatbots for self-service banking transactions and patronage of the banks. The population of this study comprised a cumulative population of 643,487 customers of the select banks, while data aimed at achieving the research objectives were collected from a sample of 400 customers of the select banks as determined using the Taro Yamane formula. To reach the respondents with the research instrument, the researcher adopted the Probability Proportionate to Size (P.P.S.) and availability sampling procedures. The primary data gathered were analysed using simple percentages and presented in frequency tables. The major findings of the study revealed that customers of the select banks patronised the banks as a result of the banks’ AI chatbots (248 [62%]). Among other relevant recommendations, the branch managers, corporate communications/public relations, and technical/ICT units of the select banks should mitigate the risk perception of AI chatbots among some sections of their clientele to ensure wider acceptance, adoption, and patronage of the self-service innovations.