Digital transformation in financial services provision: a Nigerian perspective to the adoption of chatbot

Purpose Recognising the high numbers of unbanked and financially excluded adults in Nigeria, this study aims to position chatbot as a digital transformation tool radically change business model, improve customer experience enhance financial inclusion emerging markets. Design/methodology/approach The Search-Access-Test (S-A-T) model was adopted understand how Nigerian banks are adopting chatbots. Findings A majority now have chatbots that engagement inclusion. WhatsApp most frequently used platform. Chatbots were often branded presented with female gender identification. less responsive beyond their predefined path. While Nigeria is multilingual country English being original language, none any Nigerian’s local languages. Practical implications Brands need re-evaluate regard responsiveness, questions, verification privacy. There also possibilities branding developing content creation strategies for proper engagement. Beyond English, integration African languages into essential transformation. Digital literacy skills, particularly field science, technology, engineering mathematics, should be supported equip future developers create more jobs. Originality/value many theoretically based models investigating adoption technologies placed focus on users’ ability engage, takes an alternative perspective; by using S-A-T it lays responsibilities developer ensure secure, able meet needs customers.