Chatbot development and adoption is a growing challenge in emerging markets, which are characterised by a young population structure, low-level internet penetration and a high degree of institutional adversity. The purpose of this study is to explore how consumers in emerging markets interact and engage with banking chatbots when conducting bank transactions. Based on qualitative research using semi-structured interviews with 36 Nigerian residents, this study demonstrates that the four factors of the unified theory of acceptance and use of technology (UTAUT) can explain how emerging-market consumers interact and engage with banking chatbots. While age and technological experience are significant components in facilitating the use of chatbots, perceived expertise, responsiveness and security were found to be particularly important to users. This study delves into user experiences with conversational interfaces, specifically focusing on emerging markets.

在新兴市场，聊天机器人的开发和采用是一个日益严峻的挑战，其特点是人口结构年轻、互联网普及率低和制度逆境程度高。本研究的目的是探索新兴市场的消费者在进行银行交易时如何与银行聊天机器人互动和互动。基于对 36 名尼日利亚居民进行半结构化访谈的定性研究，本研究表明，技术接受和使用统一理论 (UTAUT) 的四个因素可以解释新兴市场消费者如何与银行聊天机器人互动和互动。虽然年龄和技术经验是促进使用聊天机器人的重要组成部分，但发现专业知识、响应能力和安全性对用户来说尤为重要。