Designing a Chatbot for Access Bank Nigeria


From in-person interactions to personalized interactions via digital channels.


Through intensive market research and user testing, ConsumerCentriX helped design a user-friendly chatbot for a leading microfinance bank in Nigeria as part of their strategy to make more digital channels available to their clients. Research and user testing indicated that while COVID-19 has created many challenges for entrepreneurs, it has also made them more open to trying new technology. CCX provided key insights to support the institution in taking steps to bring customers along the journey from in-person interactions to personalized interactions via digital channels. The project was funded by the CDC Group.