Thesis Abstract

Abstract
The integration of artificial intelligence (AI) into business processes has become increasingly prevalent across various industries, showcasing its potential to transform operations and enhance organizational performance. This research project focuses on exploring the impact of integrating AI, specifically UBA Virtual Banker-LEO, into business processes, with a particular emphasis on organizational performance within the banking sector. The study utilizes a case study approach to delve into the practical implications and outcomes of adopting AI technology in the form of UBA Virtual Banker-LEO at the United Bank for Africa (UBA). The research methodology includes a comprehensive analysis of existing literature on AI integration, business process automation, and organizational performance. Additionally, primary data collection methods such as interviews, surveys, and direct observations are employed to gather insights from employees, managers, and customers of the UBA Virtual Banker-LEO service. The data analysis focuses on evaluating the efficiency, effectiveness, and overall impact of AI integration on various facets of organizational performance, including customer service, operational efficiency, cost reduction, and employee satisfaction. The findings reveal that the integration of AI, through UBA Virtual Banker-LEO, has significantly improved the speed and accuracy of customer service interactions, leading to higher levels of customer satisfaction and retention. Moreover, the automation of routine tasks has enabled employees to focus on more strategic and value-added activities, enhancing overall operational efficiency within the organization. The cost reduction benefits stemming from AI integration are also highlighted, showcasing how UBA has optimized its resources and minimized operational expenses through the implementation of AI technology. Furthermore, the study underscores the role of AI in driving innovation and fostering a culture of continuous improvement within the organization. By leveraging UBA Virtual Banker-LEO, UBA has been able to stay ahead of competitors, adapt to changing market dynamics, and meet the evolving needs of customers in a rapidly digitizing banking landscape. The research findings contribute to the growing body of knowledge on the strategic implications of AI integration in business processes and provide valuable insights for organizations seeking to enhance their performance through technological innovation.

Thesis Overview

INTRODUCTION

1.1     BACKGROUND OF THE STUDY

The 21st century is witnessing the re-invention of Artificial intelligence. This is due to advances in computer science, the need for the processing of large amount of data and theoretical knowledge of the operation of computer power. Currently, artificial intelligence is facilitating the resolution of complex problems in computer science, operations research and software development. The essence of artificial intelligence was to simulate the human intelligence. It is believed that the human intelligence can be described in such a way that artificial intelligence could carry out the same functions. According to computer scientist, artificial intelligence is the intelligence which is demonstrated by machines as against the intelligence demonstrated by humans and animals which is also referred to as machine intelligence. It is the study of intelligent agents or devices which can accept information from the external environment interpret it and utilized the information to achieve a particular result. Kaplan and Haenlein, posit that AI is a system which has the ability to interpret external data, use the data to learn and solve problems.it is the machine which can carry out the cognitive functions humans. The study seeks to appraise the integration of artificial intelligence into business process and its impact on organizational performance. A case study of UBA virtual Banker-Leo.

1.2 STATEMENT   OF   THE PROBLEM

The invention and adoption of artificial intelligence requires the commitment of huge funds. Also, there are fears that unlike previous technological revolutions, it will create a risk of mass unemployment. The problem confronting the study is to appraise the integration of artificial intelligence into business process and its impact on organizational performance. A case study of UBA virtual Banker-Leo.

1.3 OBJECTIVES   OF THE STUDY

The Main Objective of the study is to appraise the integration of artificial intelligence into business process and its impact on organizational performance. A case study of UBA virtual Banker-Leo; The specific objectives include:

1 To determine the relevance of artificial intelligence.

2 To appraise the integration of artificial intelligence into business process and its impact on organizational performance.

3 To determine the impact of UBA virtual Banker-Leo on organizational performance.

1.4 RESEARCH QUESTIONS

1 What is the relevance of artificial intelligence?

2 What constitute the integration of artificial intelligence into business process and its impact on organizational performance?

3 What is the impact of UBA virtual Banker-Leo on the performance of UBA?

1.5 STATEMENT OF THE HYPOTHESIS

Ho1: The impact of the UBA virtual Banker –Leo on organizational performance is not significant.

1.6 SIGNIFICANCE OF THE STUDY

The study provides an evaluative appraisal of the integration of artificial intelligence into business process and its impact on organizational performance.

1.7 SCOPE OF THE STUDY

The study focuses on the appraisal of the integration of artificial intelligence into business process and its impact on organizational performance. A case study of UBA virtual Banker-Leo.

 1.8 LIMITATION OF THE STUDY

The study was confronted with logistics and geographical factors.

1.9 DEFINITION OF TERMS

ARTIFICIAL INTELLIGENCE DEFINED

AI is a system which has the ability to interpret external data; use the data to learn and solve problems.it is the machine which can carry out the cognitive functions humans.

GROUP DYNAMICS DEFINED

Defines the way people work together, identifies the psychological structures and processes of the teams and the making of the groups in the organization.

KNOWLEDGE MANAGEMENT DEFINED

•Knowledge management is the process of developing, disseminating and deploying ideas, information and intellectual property within the organization;

PROCESS MANAGEMENT DEFINED

This shows the congruence or lack of congruence between business processes and the goals and values of the organization,

 ORGANISATIONAL INTELLIGENCE DEFINED

This is the capacity of the organization to create knowledge and utilized it strategically.