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Chatbot Uptake to Remain Robust as Firms Seek Competitive Edge in Nigeria

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By Olajide Osho-Thomas

Nigerian firms that offer extensive customer support on their platforms are eagerly snapping up chatbot solutions to improve Customer Experience (CX) and drive down costs.

Chatbot Uptake to Remain Robust as Firms Seek Competitive Edge in Nigeria

This technology is becoming simpler, cheaper to deploy, and can be integrated across various chat channels.

Chatbots are rapidly changing the game for many businesses, as Artificial Intelligence (AI) driven bots start to understand human intent and communicate more efficiently and effectively with end users, while giving organisations a better insight into their customers.

What’s more, this technology provides organisations with cost optimisation by decreasing operating expenses, in addition to offering scalability without impacting quality. As a result, this frees up resources for the organisation in order to pursue other opportunities.

Uptake has been strong in the financial services sector, with many banks, fintech start-ups and insurance companies deploying chatbots not just for customer service, but for other functions too. These include the processing of loan applications and the provision of basic banking services.

Companies in other industry sectors have also started to dip their toes in bot waters, including some in the recruitment, Human Resources (HR) and logistics industries. Even the public sector is seeing the benefits of this technology, with a significant amount of e-governance now being handled by chatbots.

Attracting investors

The Nigerian government is using bots to disseminate key information not only to the country’s vast population, but also to potential foreign investors. To attract investors, the government is using bots to provide information about the ease of doing business, tax regulations and potential locations to set up businesses in the country, among others.

It is, therefore, not difficult to see that the growth potential for chatbot adoption remains extremely robust in Nigeria. Continued interest from financial services companies is expected to make this technology a top trending digital solution and could well spur adoption in other sectors.

Traditionally, sectors such as retail have been wary of chatbots, but the technology has matured in recent years. Now that bots are being deployed over trusted and official communication channels, with added security interactivity and the fact that they are extremely customisable, they are seen as increasingly useful to an industry that previously struggled with precise customer engagement.

From a customer engagement perspective, bots are driving a highly evolving market, and no one wants to be left behind. In addition, the availability of proper metrics and a tangible return on investment are making chatbot technology a compelling value proposition.

Beyond just chatting

The evolution of bots means that this is no longer just mundane technology that only provides end users with pre-set information. Chatbots are built on intents, dialogues, and settings that are governed by machine learning and natural language processing which enable the desired dynamic interactions.

AI technologies enable bots to analyse the intent behind a customer’s interaction with an organisation, so engagement can be tailored to enhance CX. Once intent is analysed and inputs are processed, this information is used in conjunction with data the organisation has in order to provide a custom experience. This in addition to further enriching and finetuning the customer’s profile for the next interaction.

Bot solutions are increasingly dynamic, so an engagement with a customer can either trigger a dialogue – in multiple languages or even in vernacular – or, depending on the query, the customer can be handed off to a live agent, along with a record of all previous communication.

Intelligent features like sentiment analyses inform agents whether they are dealing with a customer who is agitated, or in a hurry, for example. Companies thus gain a deeper understanding of the preferences and needs of their market, while also providing better customer care and richer engagement.

The possibilities are endless, and businesses looking to better serve their customers and staying ahead of the competition should be taking advantage of this technology’s huge potential..

 

Olajide Osho-Thomas, Sales Executive at Infobip Nigeria

 


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E-Business

FG Plans to Make 95 Percent of Nigerians Digitally Literate by 2030

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Federal government has announced its plans to achieve 95 per cent digital literacy among Nigerians by 2030, with a specific target of training and empowering at least 30 million citizens by 2027.

FG Plans to Make 95 Percent of Nigerians Digitally Literate by 2030

The announcement was made on Thursday at the grand finale of the Digital for All Challenge 2.0, an initiative of Tech4Dev funded by the UK Government’s Digital Access Programme and implemented in partnership with the National Information Technology Development Agency (NITDA).

Kashifu Abdullahi, director-general, NITDA, represented by Aristotle Onumo, director of Stakeholder Management at the agency, said that over 30 million Nigerians, particularly in rural areas, are being targeted for training, with digital champions deployed nationwide to facilitate the programme.

“We are integrating digital literacy into school curricula nationwide, from primary to university level, and partnering with the Head of Civil Service to make digital skills a requirement for civil service progression,” Onumo said.

He added that NITDA aims to achieve 70 percent digital literacy by 2027 as a foundation for reaching 95 percent by 2030.

Onumo called on stakeholders to work together, stressing that digital literacy is for everyone — the young, the old, the employed, job seekers, traders, civil servants, and others.

In her welcome remarks, Mrs. Oladiwura Oladepo, Co-Founder of Tech4Dev, described the initiative as a national movement to deepen digital knowledge and inclusion across all levels of society.

She noted that the programme has already impacted over one million Nigerians drawn from all six geopolitical zones.

Oladepo said the Digital for All Challenge 2.0 is not just a competition but a movement to unlock opportunities and close the digital divide for individuals, families, and the nation.

Representing the British High Commission, Mr. Idongesit Udo, Digital Access Programme Adviser, praised the initiative for creating opportunities for young Nigerians to compete globally, enabling civil servants to deliver better services, and helping children begin their digital journey early.

He highlighted the UK’s broader partnership with Nigeria, which includes initiatives in cybersecurity (Africa Cyber Programme), standardization (British Standards Institute), and entrepreneurship (UK-Nigeria Tech Hub), all aimed at fostering a thriving digital economy.

At the event, participants from all six geopolitical zones competed in various categories.

The first prize winner, Miracle Michael, received N15 million. The second prize went to Chinedu Arisa, who received N12.5 million, while Ismail Adam and Uluchi Chibueze received N10 million and N7.5 million respectively.

Nkeiruka Onyejeocha, minister of State for Labour and Employment, who presented the awards, commended the initiative for equipping Nigerian youth with future-ready skills.

She emphasised that digital literacy is vital not only for job creation but also for national development, and encouraged more young people to take part in programmes of this nature.

 

 

 

 


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NDPC Raises Alarm on Chrome Vulnerabilities, Urges Nigerians to Secure Devices

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Nigeria Data Protection Commission (NDPC) has issued an urgent security advisory, warning Nigerians of critical vulnerabilities in Google Chrome that could expose users to severe cyber threats.

NDPC Raises Alarm on Chrome Vulnerabilities, Urges Nigerians to Secure Devices

The alert, posted on the Commission’s official X handle, underscores the risks of these flaws and calls for immediate action to safeguard personal devices and data.

According to the NDPC, the vulnerabilities could allow attackers to execute arbitrary code on a user’s system, potentially granting unauthorised access to computers.

This could enable cybercriminals to install malicious programs, view, alter, or delete sensitive data, and even create new user accounts with full administrative rights.

Such breaches could disrupt device functionality, compromise personal information, and lead to significant loss of control over affected systems.

“Multiple vulnerabilities have been discovered in Google Chrome. The most severe of these could allow an attacker to take over a user’s system,” the NDPC stated, emphasising the urgency of addressing the issue.

To mitigate these risks, the Commission has advised Chrome users to apply the latest browser updates immediately.

It also recommends operating devices with standard user rights instead of administrative privileges to limit potential damage. Additionally, the NDPC urged Nigerians to exercise caution by avoiding suspicious links, unsolicited attachments, and untrusted websites.

The advisory comes as part of Nigeria’s broader efforts to strengthen data protection.

 


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Microsoft Seizes 340 Websites Linked to Nigerian-based Phishing Subscription Service

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Microsoft said on Tuesday that it seized nearly 340 websites tied to a rapidly growing Nigerian-based service that allowed users to carry out phishing operations that stole at least 5,000 Microsoft user credentials.

Microsoft obtained an order from the U.S. District Court in Manhattan earlier this month to seize domains associated with Raccoon0365, the subscription service that allowed users to carry out massive phishing campaigns, which sometimes involved thousands of emails at a time, according to Steven Masada, assistant general counsel for Microsoft’s Digital Crimes Unit.

Raccoon0365’s service, which operates through a private Telegram channel with more than 850 subscribers, enables users to impersonate trusted brands and get targets to enter Microsoft login credentials on phony Microsoft login pages, Masada said in a blog posted on Microsoft’s website.

The service has generated for its small group of operators at least $100,000 in cryptocurrency payments since launching in July 2024, Masada said in the blog. Microsoft said the seizure of the websites occurred over a period of days earlier this month.

Microsoft identified Nigeria-based Joshua Ogundipe as the leader and main operator of Raccoon0365.

Ogundipe did not immediately respond to an email request for comment sent to the email address identified by Microsoft in its court filing.

“Cybercriminals don’t need to be sophisticated to cause widespread harm,” Masada said. “Simple tools like Raccoon0365 make cybercrime accessible to virtually anyone, putting millions of users at risk.”

Raccoon0365 subscribers have targeted a wide swath of industries, Masada said, and separate court filings allege that “a significant portion” of Raccoon0365 activity targets organizations based in New York City.

Masada said Microsoft identified what it said was a Raccoon0365-related effort using tax-themed phishing emails to target more than 2,300 organizations, mostly in the U.S., between February 12 and February 28 this year, according to a company blog posted in April.

Errol Weiss, chief security officer of the Health Information Sharing & Analysis Center (Health-ISAC), which provides cybersecurity services to member health organizations and is a co-plaintiff alongside Microsoft, said Raccoon0365 has been linked to successful credential harvesting through phishing campaigns at at least five unnamed healthcare organizations, while targeting 25 health sector organizations overall. Once hackers gain that access, any number of things can happen, Weiss said.

“So many of the attacks start because somebody gave up their user name and password to a bad guy,” Weiss said in an interview. “Once that cybercriminal has access to the network, then it’s just up to the imagination in terms of what comes next and how they monetize it.”

The Raccoon0365 operators used services provided by Cloudflare to help hide the service’s backend infrastructure, the internet services firm said in its own blog post. Cloudflare worked with Microsoft and the U.S. Secret Service to disrupt Raccoon0365 operations on its platform and prevent the operators from establishing new accounts, the company said.

Blake Darché, the head of threat intelligence at Cloudflare, said in an interview that the Raccoon0365 operators made some key operational security mistakes but were highly effective.

“They’re in people’s accounts, they compromise lots of people, and it needs to obviously be stopped,” he said.

 


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