ARTIFICIAL INTELLIGENCE INITIATIVES AND OPERATIONAL EFFICIENCY OF TELECOMMUNICATION FIRMS IN RIVERS STATE

Abstract

This study aims to assess the impact of artificial intelligence initiatives on the operational efficiency of the Nigerian telecom sector. Cross-sectional was adopted in collecting data at a spot. The accessible population is one hundred and twenty five (125) employees in the four (4) telecommunication firms in Port Harcourt, Rivers State. According to Krejcie and Morgan, (1970) any population within 120-130 would produce a sample size of (92+97=95). Therefore, ninety five (95) is the sample size of this study. The multiple regression tool was implemented. As demonstrated by the strong positive correlation coefficients with cost effectiveness, and customer service, the study's findings indicate that AI personalisation has a significant impact on operational efficiency. The findings also demonstrate that cost efficiency, and customer service are significantly positively correlated with robotic process automation. The study conclude that artificial intelligence initiatives significantly improves operational efficiency in Nigeria's telecom industry. Because AI initiatives have a positive and significant impact on operational efficiency, the study recommended, among other things, that the telecommunications industry consider investing in AI marketing initiatives, such as AI personalization, AI-powered chatbots, and personalised offers to provide managers a customised and relevant experience.