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The Bank Customers Association of Nigeria (BCAN) has written to the Central Bank of Nigeria (CBN) to address the issue of excess charges being deducted from customers’ accounts. BCAN President, Uju Ogubunka, made the disclosure at the 2025 Artificial Intelligence conference, stating that the association is seeking a permanent solution to the problem.

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“We have written to the Central Bank of Nigeria to find a permanent solution to it, and if they don’t, perhaps bank customers may have to come out to demand it. Let’s pray that they do that,” Ogubunka said. He lamented the poor experience of bank customers in Nigeria, citing numerous petitions and complaints filed against banks.

Ogubunka emphasized the potential of Artificial Intelligence (AI) to resolve some of the pain points in the banking system. “If AI has come to dwell with us, most of the issues being complained about would be taken care of by AI,” he said

Meanwhile, keynote speaker Johnson Chukwu highlighted the benefits of AI in the financial sector, including enhanced personalization, faster complaint resolution, and improved consumer credit. “Today, consumer credit is everywhere in this country because the machines are able to determine your income level and what you spend on,” Chukwu said.

Chukwu also outlined the seven C’s of implementing AI: Capacity, Capability, Collaboration, Creativity, Cognition, Continuity, and Control. He emphasized the need for financial institutions to leverage AI to improve customer experience and satisfaction.

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The conference aimed to explore the potential of AI in enhancing efficiency and customer satisfaction in the financial sector. With the increasing adoption of AI, industry stakeholders are expected to benefit from the insights shared by experts like Chukwu

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