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More Nigerian banks are using chatbots to serve customers, but with mixed results

By Emmanuel Mogaji, Senior Lecturer in Advertising and Marketing Communications, University of Greenwich
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Chatbots are becoming an integral part of service provision around the world. Chatbots are computer programs designed to simulate a conversation - both voice and text - with human users, especially over the internet. They are described as a never-sleeping, cost-efficient and powerful way to provide basic support to consumers. Chatbots can respond faster to customers and even personalise consumer experiences as they are programmed to…


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