AI-Powered Chatbots and Customer Loyalty of Deposit Money Banks in Rivers State

The study focuses on AI-Powered chatbots and customer loyalty of deposit money banks in Rivers State, Nigeria. The aim of study is to investigate the relationship between AI-Powered chatbots and customer loyalty of deposit money banks in Rivers State, Nigeria, is timely and insightful. Despite efforts to enhance customer engagement, satisfaction and retention, loyalty remains low, contributing to bank failures in Rivers State, Nigeria, where customers are shifting to online banking platforms like Opay and PalmPay. A Crosse-sectional descriptive survey research design was adopted, and data were collected from 384 customers of deposit money banks using a structured questionnaire, 362 where properly filled returned while 22were not returned. The data were analyzed using descriptive statistics, Pearson Product Moment Correlation, multiple regression analysis, and moderation analysis with the aid of SPSS version 29. Key discoveries show that each AI-Powered chatbots dramatically increase customer loyalty they are still the number one. Digital infrastructure plays a key role in the AI-loyalty relationship, technology adoption is the moderator. The paper argues that AI-Powered chatbots offer a solid blueprint for driving customer loyalty and competitive advantage. Therefore, the authors propose concrete steps such as purchasing AI-Powered chatbots equipment. They also stress the need for digital security measures, employee training, and holistic digital transformation. This research contributes to marketing literature by establishing the AI-loyalty link in Nigeria’s banking context and highlighting technology adoption’s moderating role. It provides valuable insights for banks and policymakers seeking to harness AI-Powered chatbots for customer loyalty. Some potential limitations include the study’s focus on Rivers State, Nigeria and reliance on customer self-report data. Future research could explore artificial intelligence adoption across regions and incorporate objective metrics. This offers a novel perspective for scholars and practitioners on how digital infrastructure conditions the success of AI-Powered chatbots marketing strategies.