This thesis explores the economic feasibility of deploying generative AI chatbots at Guaranty Trust Bank (GTBank) in Nigeria. Using a five-year cost-benefit analysis, it assesses financial returns, operational efficiency, and customer service improvements. The study identifies key cost categories—software, infrastructure, training, and maintenance—against measurable benefits like reduced labor costs and enhanced digital engagement. Results show a positive net present value and a strong benefit-cost ratio, with break-even projected within three to four years. The research concludes that AI chatbot deployment offers not only economic value but also strategic advantages in Nigeria’s increasingly competitive digital banking landscape.
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- Eyitayo Olaleye (Autor), 2025, Cost-Benefit Analysis of Deploying Generative AI Chatbots at Guaranty Trust Bank (GTBank), Nigeria, Múnich, GRIN Verlag, https://www.grin.com/document/1590510
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