Artificial Intelligence and Customers’ Experience among Deposit Money Banks in Nigeria

Lingering issues of slow response to services, inconsistent quality of service delivery, and limited personalization have combined to heighten the concern about the ability of banks to meet the rising digital expectations of their customers. It is in response to these concerns that the study assessed the influence of Artificial Intelligence applications on customer experience in selected Deposit Money Banks in Nigeria. The core focus of the study was to establish the extent to which key dimensions of AI, namely; AI-Powered Chatbots and Virtual Assistants, Robo-Advisors and Personalization, and Automated Service Delivery, influence customer experience outcomes. A descriptive survey research design was adopted for this study. Primary data were collected through the administration of a structured questionnaire, which was administered to 62 bank customers within the University of Jos, Plateau State. Descriptive statistics, correlation analysis, and multiple linear regression were applied in analysing the data. Results showed that CVA, RAP, and ASD had a significant positive influence on customer experience, with ASD showing the greatest influence. This study concludes that AI adoption enhances customer experience through enhanced speed, consistency, personalisation, and convenience of banking services. It accordingly recommended that deposit money banks in Nigeria should further strengthen AI-driven platforms, enhance user-centred digital interfaces and platforms, as well as, partner with the regulators to make sure that any deployment of AI is ethical and customer-centred.