NJOMACS

This study examined the perceived influence of UBA’s AI-induced chatbots on corporate communication for sustainable development. The objectives of the study were to (i) determine the perception of UBA’s corporate communication managers on the use of Leo Chatbots among UBA customers (ii) determine the usage of Leo chatbot for conveying financial sustainability initiatives to customers among corporate communications managers (iii) determine how effective is UBA’s chatbot usage for financial sustainability initiatives to customers. The study made use of the survey method. One hundred and forty-eight members of staff of corporate communications units of UBA constituted the population of the study, while the sample size was also one hundred and forty-eight (148) using the census sample size. Copies of questionnaire were used to collect data which were analyzed with statistical methods indicating frequency, percentages, mean and standard deviation. The study found that one hundred and forty-eight staff affirmed that customers use Leo Chatbot because it enhances customers’ engagement and satisfaction, provides timely and accurate responses to customers’ inquiries, effectively communicates the benefits and functionalities of Leo Chatbots to its customers. Also, the study found out that Leo Chatbot is used for conveying financial sustainability initiatives to customers because it is an effective tool for communicating UBA’s financial sustainability initiatives to customers. In addition, the study found out that UBA’s Leo Chatbot usage is effective for financial sustainability initiatives. These findings implies that UBA's Leo Chatbot improves customer engagement and satisfaction, thereby supporting the bank’s overall sustainability goals. The study, therefore, recommends that; UBA should maximize the effectiveness of its Chatbot usage for conveying financial sustainability initiatives to customers, fostering greater awareness, engagement, and positive action towards sustainable practices.