Relationship between Artificial Intelligence and Business Process Optimization: Insights from Selected Banks in Anambra State

Abstract

This study explored the relationship between artificial intelligence and business process optimization in selected banks in Anambra State. The population consisted of 745 employees from commercial banks in Anambra State, Nigeria. Using purposeful sampling, three banks from each senatorial district in the state were chosen, and 170 questionnaires were distributed to staff members of these selected banks. Out of the 170 distributed questionnaires, 125 were completed and returned. A Pearson correlation critical value table was used to test the assumptions, and the Pearson product- moment correlation coefficient was the statistical instrument for data analysis. The hypothesis results indicated a significant correlation between business process optimization in banks and artificial intelligence, specifically in enhancing customer service relationships and boosting cyber-security in the selected banks in Anambra State. The study recommends that the banking industry should continue to implement artificial intelligence cautiously to maintain a balance between innovative developments and the responsible and ethical use of AI. This approach will ensure improved cyber- security and customer service in banks.