Abstract
The continuous increase in the volume of customer data stored by commercial banks necessitates the use of artificial intelligence (AI) technologies to enhance customer retention and satisfaction. While a few Nigerian commercial banks do currently leverage these technologies, a significant knowledge gap limits their use across the wider Nigerian commercial banking sector. Guided by Organizational Information Processing (OIP) theory, we carried out a multiple case study to explore how AI technologies were utilized in three commercial banks in Nigeria. Purposive sampling was used to select experienced data professionals employed by these banks and semi-structured interviews were conducted to collect data. We used thematic analysis to analyze the data. Our findings confirm that customer and data needs motivate the use of AI in commercial banks. Furthermore, managerial awareness and support, the skills of data professionals, and the availability of technological infrastructure inform and enable the use of AI technologies. Our findings provide a valuable reference point for banks seeking to employ AI technologies in response to the growing amount of customer data.
