The Influence of Virtual Banking on Operational Efficiency

Abstract

This study investigates the integration of artificial intelligence (AI) into business processes and its effects on operational efficiency and customer satisfaction, focusing on two AI platforms, Zenith’s Virtual Banker, ZIVA and UBA’s Virtual Banker, LEO. Data were collected from respondents using a well-designed Google Form and were analysed using regression analysis. It was discovered that the major attractive features of LEO and ZIVA to customers included 24/7 availability for interaction, transaction processing, natural language processing (NLP) capabilities, personalized customer interactions. These features enhanced efficiency, customer engagement, and decision-making in business processes. Approximately 46% of respondents were satisfied that LEO improved customer satisfaction, while 50% were satisfied with ZIVA. Both platforms demonstrated a substantial positive impact on customer satisfaction, emphasizing their ability to enhance user experiences. Respondents showed a positive belief in the potential of both LEO and ZIVA to impact organizational processes positively, enhance decision-making, reduce response times for customer issues, and streamline business processes. While some skepticism exists, a substantial proportion held positive views, highlighting the importance of careful AI implementation. Analyses revealed that organizational processes had a significant positive impact on perceived improvement in operational efficiency for both LEO and ZIVA. Hypotheses were supported by statistical tests, indicating that both LEO and ZIVA improve customer experience and satisfaction, enhance operational efficiency, and contribute to revenue generation and business growth. In conclusion, the integration of AI, represented by LEO and ZIVA, offers substantial benefits in terms of improving customer satisfaction and operational efficiency. While some caution is warranted, these findings emphasize the transformative potential of AI in modern banking processes and underscore the need for continued research and development in the banking industry.