First Bank Addresses Growing Worries About Humanoid Robots Taking Over Employee Roles

First Bank of Nigeria has recently addressed concerns regarding its implementation of humanoid robots in three of its branches, which has raised questions about potential job losses for bank employees. This development follows a report about the bank’s introduction of a robot representative in its branches to assist customers.

Adesola Adeduntan, CEO of First Bank of Nigeria, in an interview with ThisDayNigeria, discussed the bank’s innovative Digital Xperience Centre (DXC), which marks the first digital bank branch in Nigeria. The DXC integrates advanced technologies such as artificial intelligence and humanoid robots, facilitating self-service banking operations for clients. Adeduntan highlighted that the DXCs embody the bank’s vision for the future of financial service delivery, underscoring the significance of modern technology in the bank’s operational strategies and overall service provision.

First Bank launched its inaugural DXC in Lagos in 2021. This fully automated, interactive digital branch has revolutionized the customer banking experience by offering digitized self-service options. Following the successful implementation in Lagos, the bank has extended the DXC to the University of Ibadan in Oyo State and to a branch in Wuse, Abuja. Adeduntan noted that the feedback from customers, particularly those in the retail segment, has been overwhelmingly positive, affirming the bank’s investment in these technologies. Plans are underway to expand the DXC to all operating jurisdictions of the bank.

Addressing the concerns about the potential impact of these robots on employee roles, the CEO clarified that the introduction of the DXCs is intended to enhance employee efficiency, not replace them. He explained that the DXCs are designed to free up staff members, allowing them to engage in more complex and fulfilling tasks within the bank. Adeduntan reassured that, with various commendable employee initiatives in place, the bank is committed to empowering its workforce to adapt to new roles within the broader FirstBank Group.