The National Information Technology Development Agency (NITDA) has underscored the growing importance of artificial intelligence (AI) as a national development priority for Nigeria.
Director of IT Infrastructure Solutions, NITDA, Oladejo Olawumi, who spoke in Abuja on Tuesday also, outlined the agency’s National Artificial Intelligence Strategy (2024), which is built around five key pillars: foundational AI infrastructure, sectoral transformation, a world-class AI ecosystem, ethical AI governance, and inclusive capacity building.
Speaking at the CherryBrooks AI Conference, in Abuja, Olawumi emphasised NITDA’s commitment to responsible AI deployment, highlighting a risk-based regulatory approach designed to maintain public trust while encouraging innovation.
The event also marked the official launch of “Hello AI,” an AI-powered customer service platform developed by CherryBrooks.
The conference gathered a diverse group of stakeholders, including customer service professionals, business leaders, policymakers, and technology experts, to explore how AI can enhance customer service delivery and operational efficiency across various sectors of the Nigerian economy.
Olawumi also shared that NITDA has already integrated AI into its internal processes, including regulatory intelligence, document verification, and digital onboarding. He further mentioned national initiatives such as the “Digital Literacy for All” programme, which aims to equip Nigerians with the necessary skills to thrive in an AI-driven economy. He urged stakeholders to view AI not just as a technological advancement but as a catalyst for transformative change across sectors such as education, healthcare, governance, and finance.
Also speaking, CherryBrooks managing director, David Dada, addressed systemic inefficiencies and widespread customer dissatisfaction in sectors like telecommunications, banking, healthcare, transportation, and e-commerce, referencing research conducted by CherryBrooks in partnership with the West Africa Association of Customer Service Professionals.
In response to these challenges, Dada introduced “Hello AI,” a platform designed to deliver faster, smarter, and more personalised customer interactions by leveraging natural language processing (NLP). The platform can interpret customer inquiries in real time, learn from interactions, and provide contextually accurate responses. It is capable of handling multiple requests simultaneously, resolving routine issues autonomously, and escalating complex cases as needed.
CherryBrooks demonstrated how “Hello AI” can be integrated into call centers, websites, and mobile applications to provide continuous, high-quality customer support. The platform is customisable to align with an organisation’s specific policies and service protocols.
Dada also highlighted the need for creativity in the workforce amid increasing AI automation of repetitive tasks, advising professionals to develop skills that complement AI capabilities.
The platform’s versatility was illustrated through potential applications across industries: managing passenger information and feedback in aviation, streamlining account management and issue resolution in banking, and supporting appointment bookings and patient follow-ups in healthcare. These use cases reflect AI’s potential to enhance trust and satisfaction in service delivery.
In addition to customer service innovations, CherryBrooks showcased advancements in AI vision and diagnostics relevant to agriculture, manufacturing, and logistics. However, the company emphasized that customer service remains a critical area for transformation, as it directly influences public trust in both private and public institutions.
On his part, chairman of CherryBrooks, Uche Eneh, opened the conference with a call for visionary leadership to harness AI’s potential.
He noted that the AI revolution is already underway globally and stressed the importance of Africa, and Nigeria in particular, actively participating in this technological shift.
According to Eneh, AI presents opportunities to unlock new efficiencies and economic possibilities rather than being a source of fear.
The CherryBrooks AI Conference highlighted the agency’s role in advancing AI innovation in Nigeria. The introduction of “Hello AI” represents a step toward smarter, more efficient, and customer-centric service ecosystems, reflecting broader efforts to integrate AI technologies responsibly and effectively across the Nigerian economy.
