Nigerian banks are increasingly turning to artificial intelligence (AI) to improve customer service, reduce operating costs and compete with fast-growing fintech companies.
Major lenders are deploying AI-powered chatbots and virtual assistants on WhatsApp, mobile banking applications and websites, allowing customers to carry out basic banking transactions without waiting for a human customer service representative.
However, AI adoption across Nigeria’s banking industry is still at an early stage. Recent industry research indicates that only about 20% of banks operating in the country have integrated advanced AI technologies into their operations.
The push towards automation is partly driven by the heavy workload faced by customer service teams. In 2023, the Central Bank of Nigeria reported that 73% of call-centre staff in Nigerian banks were occupied with routine enquiries such as checking account balances, confirming transfers and handling basic complaints.
AI tools can take over many of these repetitive tasks, allowing human employees to focus on more complex customer issues and advisory services.
Some of Nigeria’s biggest banks have already introduced branded AI assistants.
UBA’s Leo, launched in 2019, allows customers to perform services such as checking account balances, transferring money and getting banking support through conversational platforms.
Zenith Bank also introduced ZiVA, its Zenith Intelligent Virtual Assistant, in 2023. The service operates on WhatsApp and provides customers with access to selected banking services without requiring a branch visit or a call-centre interaction.
Newer AI systems are also becoming more tailored to Nigerian users. Some platforms are designed to understand languages and communication patterns such as Nigerian Pidgin, Yoruba, Hausa and Igbo, making digital banking more accessible to a wider customer base.
The potential efficiency gains are another major attraction for banks. One reported deployment in Lagos reduced average customer response time from about 20 minutes to four minutes after an AI chatbot was connected to the bank’s core systems.
Other implementations have recorded support-time reductions of up to 65%, highlighting the potential for AI to significantly improve customer experience.
Regulation is also playing a growing role in the adoption of AI within the financial sector. The CBN’s 2026 directive on the use of AI-powered systems for anti-money laundering compliance has further increased attention on intelligent automation.
At the same time, banks must ensure that AI systems handling customer information comply with Nigeria’s data protection requirements. Security, encryption and responsible handling of financial data have therefore become important considerations as banks expand their use of AI.
With competition from fintechs increasing and customers demanding faster digital services, Nigerian banks are expected to continue investing in artificial intelligence.
For customers, the shift could mean quicker responses, more convenient banking and fewer reasons to wait in a call-centre queue or visit a branch.
