An evaluation of automated customer service in corporate banking: A case study of Union Bank Nigeria, Lagos.
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Background of the Study
Automated customer service systems, such as chatbots, virtual assistants, and self-service portals, are transforming corporate banking by delivering 24/7 support and enhancing customer engagement. Union Bank Nigeria, Lagos, has implemented automated customer service tools to streamline query resolution, provide personalized support, and reduce operational costs (Oluwaseun, 2023). These digital solutions leverage artificial intelligence and natural language processing to interpret customer inquiries, deliver real-time responses, and escalate complex issues to human agents as needed. The bank’s initiative aims to improve response times, reduce errors, and enhance overall service quality by offering consistent and efficient customer interactions (Ibrahim, 2024).
The adoption of automated customer service aligns with broader digital transformation strategies designed to meet the expectations of a tech-savvy corporate clientele. By integrating these tools with customer relationship management systems, Union Bank can collect valuable feedback, monitor service performance, and continuously refine its support processes. However, challenges such as system integration, algorithmic bias, and cybersecurity risks must be addressed to ensure effective operation (Adeleke, 2025). This study examines the impact of automated customer service on corporate banking at Union Bank, focusing on improvements in service delivery, customer satisfaction, and operational efficiency (Chinwe, 2025).
Statement of the Problem
Although automated customer service systems promise enhanced operational efficiency and customer satisfaction, Union Bank Nigeria, Lagos, encounters several obstacles in their implementation. A significant issue is the integration of automated systems with traditional customer service platforms, which sometimes results in inconsistent communication and delayed issue resolution (Ogunleye, 2023). In addition, inaccuracies in natural language processing and algorithmic biases can lead to misinterpretation of customer queries, affecting service quality.
Cybersecurity concerns remain critical, as automated systems handling sensitive data are vulnerable to cyber threats. Furthermore, resistance from customers who prefer human interaction and limited digital literacy among some user segments may hinder the adoption of automated solutions. These challenges highlight the discrepancy between the expected benefits of automation and its practical execution in a corporate banking context, necessitating a thorough evaluation of the factors that affect the performance of automated customer service systems (Ibrahim, 2024).
Objectives of the Study
• To evaluate the effectiveness of automated customer service systems in enhancing service quality at Union Bank Nigeria, Lagos.
• To identify integration and accuracy challenges in automated customer service.
• To assess the impact of cybersecurity and customer preferences on automated service adoption.
Research Questions
• How does automated customer service improve service delivery in corporate banking at Union Bank?
• What challenges arise from integrating automated systems with traditional platforms?
• How do cybersecurity measures and customer preferences affect the success of automation?
Research Hypotheses
• H1: Automated customer service systems significantly improve operational efficiency and customer satisfaction at Union Bank.
• H2: Integration issues negatively impact the effectiveness of automated service systems.
• H3: Enhanced cybersecurity and addressing customer preferences are positively correlated with the successful adoption of automation.
Scope and Limitations of the Study
This study is limited to the corporate banking division of Union Bank Nigeria in Lagos. Limitations include access to proprietary customer service data and variations in user acceptance.
Definitions of Terms
• Automated Customer Service: Technology-driven support systems that provide real-time assistance to customers.
• Corporate Banking: Banking services provided to large corporations and institutional clients.
• Natural Language Processing (NLP): A branch of AI that interprets and processes human language.
• Cybersecurity: Measures used to protect digital systems from unauthorized access.
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