Digital Colleagues Adoption: Techniques on Customers Care Communication by Select Commercial Banks

Publication Details

Publication Date

10/09/2026

Volume / Issue

Vol 1, Issue 4 (2026)

Article No.

064

Journal

British Journal of Contemporary Research

DOI

https://doi.org/10.67693/BJCR-8T2Y3WW7

Received

22 Aug 2026

Views

3

Downloads

0

Abstract

The integration of artificial intelligence motivated customer service technologies has progressively transformed communication practices within the banking sector. In Nigeria, many commercial banks have introduced digital colleagues. These AI-powered virtual assistants are to chat with customers, share information, and tackle service-related questions. This study explored how these digital colleagues are being used for customer care by select Nigerian banks, considering their roles, how well they communicate, and what it means for service delivery. We used a mixed methods approach, pulling together secondary data, institutional reports, and real-life examples of AI-driven customer care platforms that Nigerian banks have put into action. The findings showed that these digital colleagues enable real-time interactions, speed up responses, and boost customer engagement through automated chats on mobile banking apps, websites, and messaging platforms. They also helped streamline operations by lightening the load on human staff for routine inquiries; all while keeping services available around the clock. However, the study pointed out some challenges too, such as issues with understanding context, worries about data privacy, and moments of customer frustration when automated replies miss the mark on empathy. The research suggests that while digital colleagues are a big leap forward in transforming banking communication, their success hinges on ongoing tech improvements and smart integration with human customer service reps. Ultimately, the study established that a hybrid model blending AI-driven digital colleagues with human support could be the key to enhancing customer care communication in Nigeria's banking sector. This research adds to the ongoing conversation about adopting artificial intelligence, digital communication systems, and service innovation in emerging financial markets.

License

This article is published under the Creative Commons Attribution 4.0 International License . Free to read, share, and adapt with attribution.