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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

Jumia CEO says Black Friday Signals Nigeria’s E-Commerce Maturity

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At the close of 2025, Temidayo Ojo, the CEO of Jumia Nigeria, reflected on a year-end shopping season that points to the growing maturity of the country’s e-commerce market. “Black Friday is no longer a single, short-lived spike in activity,” he said.

“It has become a familiar, anticipated moment in the retail calendar, where consumers shop deliberately and with confidence.”

Preliminary KPIs for the two months ended November 30, 2025, show strong year-on-year growth in both orders and Gross Merchandise Value (GMV), with GMV growth outpacing order growth. This indicates that customers are placing fuller, more considered baskets rather than shopping in fragmented transactions. Nigeria ranked among Jumia Group’s better-performing markets, with engagement remaining steady throughout the Black Friday period rather than spiking briefly and tapering off.

A key factor behind this performance is the growing familiarity of consumers with online shopping. Customers are increasingly leveraging platform features such as saved carts, brand stores, and price comparison tools to plan purchases in advance. This trend suggests that digital commerce is becoming embedded in everyday habits rather than being viewed as a one-off event.

Ojo also highlighted the role of Jumia’s JForce network in connecting digital commerce to local communities. “Our agents are critical to ensuring that customers across Nigeria, including secondary cities and smaller communities, have access to variety, consistent pricing, and reliable delivery,” he said. “During peak periods like Black Friday, JForce agents can respond faster, serve more customers efficiently, and build stronger local relationships. This isn’t just a distribution channel—it’s a pathway to sustainable income and inclusion.”

Reflecting on the overall performance, the CEO concluded: “What we’re seeing this year-end is steady engagement across categories, stronger consumer confidence, and partners like our JForce agents benefiting from increased activity.

“It confirms that Nigeria’s e-commerce ecosystem is maturing, growing in a more structured and resilient way. As the December Holiday Sale continues, we expect these patterns of familiarity, trust, and participation to sustain momentum and drive both commerce and community impact across the country.”


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Galaxy Backbone Tops FG’s Website Performance Ranking

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Galaxy Backbone Limited (GBB) has been ranked first overall in the 2025 Federal Government Website Performance Scorecard.

Galaxy Backbone Tops FG's Website Performance Ranking

This is a landmark achievement for Nigeria’s digital economy.

The ranking, conducted by the Bureau of Public Service Reforms (BPSR), is the definitive benchmark for digital excellence and transparency across all Ministries, Departments, and Agencies (MDAs).

Professor Ibrahim Adepoju Adeyanju, managing director and CEO of Galaxy Backbone, received the award during a ceremony in Abuja.

He described the feat as a validation of the agency’s“Nigeria First”data sovereignty strategy and its relentless pursuit of service excellence.

This recognition comes as the Federal Government intensifies its push to achieve a fully paperless civil service by December 31, 2025.

GBB has been the primary architect of this transition through its 1Gov Enterprise Content Management (ECM) platform, which now hosts the operations of almost all federal MDAs.

The award adds to a growing list of accolades for Galaxy Backbone in 2025, following its recent win of the “International Standard Excellence Award for Best IT Service Provider.”

As the central hub for government shared services, GBB’s performance serves as a blueprint for other agencies currently undergoing digital transformation.

With its expanded fiber-optic backbone now covering over 13 states and its secure cloud solutions, Galaxy Backbone remains the cornerstone of Nigeria’s vision to become a leading digital nation by the end of the decade.

 


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Nigeria Police Arrest Okitipi, Nigerian Allegedly Linked to Microsoft 365 Hack

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Okitipi Samuel, a Nigerian man, has been taken into custody by the Nigeria Police Force for his alleged role in a global cyberattack on Microsoft 365 users.

Nigeria Police Arrest Okitipi, Nigerian Allegedly Linked to Microsoft 365 Hack

Benjamin Hundeyin, Force public relations officer, disclosed this on Thursday in Abuja while briefing journalists on the outcome of investigations carried out by the National Cybercrime Centre of the Nigeria Police Force.

Hundeyin said the centre, under the leadership of Ifeanyi Uche, its director and Commissioner of Police, commenced investigations in collaboration with Microsoft, the Federal Bureau of Investigation, the United States Secret Service, and the United Kingdom’s National Crime Agency.

According to him, investigations revealed that a phishing toolkit known as “Raccoon 0365” was used to create fake Microsoft login portals to harvest user credentials and unlawfully access email accounts belonging to corporate organisations, financial institutions, and educational institutions in several countries.

“This investigation commenced following credible intelligence received from Microsoft USA through the FBI, indicating that a malicious phishing toolkit known as Raccoon0365 was being used to create fake Microsoft login portals, harvest user credentials, and unlawfully access the email accounts of corporate organisations, financial institutions, and educational establishments,” Hundeyin said.

He added that between January and September 2025, several reports of unauthorised access to Microsoft 365 accounts were traced to phishing emails designed to mimic legitimate Microsoft login pages, enabling business email compromise, internal phishing, data breaches, and other cyber-enabled fraud.

Hundeyin said digital forensic analysis and cryptocurrency tracing identified wallets connected to the illegal operation.

He noted that operatives were deployed to Lagos and Edo states, leading to the arrest of three suspects identified as Joshua, James, and Okitipi Samuel between September 20 and October 4, 2025.

“Following extensive digital forensic and technical intelligence analysis, the centre conducted cryptocurrency tracing that identified suspicious wallets connected to cash-out schemes.

“Acting on actionable intelligence, operational teams were deployed to Lagos and Edo states, resulting in the arrest of Joshua, James, and Okitipi Samuel. Searches at their residences led to the recovery of mobile devices, laptops, and other digital exhibits linked to the fraudulent scheme,” he said.

Hundeyin identified Okitipi Samuel, also known as “0365” and Moses Felix as the principal suspect and developer of the phishing infrastructure.

“The primary suspect, Okitipi Samuel, also known as Moses Felix, has been identified as the developer and operator of the phishing infrastructure. Investigations revealed that he managed a Telegram channel used to sell phishing links in exchange for cryptocurrency and hosted fake login pages on Cloudflare using stolen or fraudulently obtained email addresses,” he said.

He added that investigations confirmed Samuel unlawfully used the email details of one of the arrested individuals without consent to register some of the accounts used in the operation.

The police spokesperson said further investigations revealed that the identities of Joshua and James were used without their consent.

“There was no evidence linking them to the creation or operation of the phishing scheme. They were victims of identity theft,” Hundeyin said.

He said a prima facie case had been established against Samuel for identity theft, unlawful access to computer systems, creation and distribution of malicious software, unauthorised interference with network data, and aiding and abetting fraud.

Hundeyin added that the suspect would be charged under relevant provisions of the Cybercrimes (Prohibition, Prevention, etc.) Act, 2024.

He said the suspect would be prosecuted in Nigeria, noting that the country has the capacity to enforce its cybercrime laws, although extradition could be considered if formally requested through due process.

Hundeyin assured Nigerians that the police, under the leadership of Kayode Egbetokun, inspector-general of Police,  would continue to protect the country’s digital ecosystem and urged citizens to practise good cyber hygiene by being cautious when clicking links and sharing personal information online.

Speaking separately, Ifeanyi Uche, director of the National Cybercrime Centre,  urged Nigerians to exercise caution online.

Uche advised members of the public to avoid clicking on links from unknown or unexpected sources, noting that such links often contain malware or phishing tools designed to compromise devices and personal data.

He warned that indiscriminate clicking of links or responding to unsolicited emails could lead to unauthorised access to personal and corporate accounts, urging citizens to “wash their cyber hands” by verifying sources before taking action online.


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