Morganable Technology / AI
Nigeria’s telecommunications sector is adopting artificial intelligence at a rapid pace, but concerns about accountability, consumer protection and responsible technology use are growing as governance arrangements struggle to keep up.
Lagos —
Nigeria’s telecommunications industry is increasingly turning to artificial intelligence (AI) to improve services, manage networks and automate business operations. However, fresh findings from the Nigerian Communications Commission (NCC) suggest that the sector must strengthen its oversight of the technology.
A survey presented at the NCC Internet Governance Symposium 2026 in Lagos on October 15 found that 73 per cent of surveyed organisations were using or testing AI in their operations. Meanwhile, 27 per cent had no governance arrangements for their AI systems.
The findings highlight a challenge for Nigeria’s digital economy. While businesses are exploring the benefits of AI, they must also establish clear rules to protect consumers, manage risks and ensure accountability.
AI Adoption Is Gathering Pace
Artificial intelligence is changing how telecommunications companies operate. Operators can use AI to analyse network performance, identify service disruptions, detect suspicious activities and improve customer support.
These applications can help companies respond to complaints faster and manage their resources more efficiently. AI-powered tools can also help identify patterns that may be difficult for employees to detect manually.
For example, a network operator could use AI to identify areas experiencing repeated connectivity problems. The company could then investigate the cause and prioritise repairs.
Similarly, automated customer service systems can answer routine questions, direct complaints to the appropriate departments and provide information outside normal business hours.
However, the benefits depend on how well companies design, deploy and monitor these systems.
An AI tool may provide incorrect information, misinterpret a customer’s complaint or produce an unfair recommendation. Without proper supervision, these errors may affect customer experience and undermine public trust.
The NCC survey covered 47 organisations drawn from industry, academia, research institutions and civil society. Its findings offer insight into AI adoption among the respondents, although they should not be treated as a complete assessment of every telecommunications company in Nigeria.
The Governance Gap
The main concern is not simply that companies are adopting AI. It is whether they have the policies and structures required to manage the technology responsibly.
AI governance involves the rules, responsibilities and procedures organisations use to develop, deploy and monitor artificial intelligence systems.
It includes deciding who is accountable for an AI system, how its decisions are reviewed and what happens when it makes a mistake.
Without these arrangements, businesses may struggle to identify the cause of a problem or determine who should correct it.
For telecommunications operators, the risks can affect customer information, service delivery and automated decisions.
A company using AI to respond to complaints, for instance, must ensure that customers can reach a human representative when an automated system cannot resolve their concerns.
Businesses must also protect personal information and comply with applicable data protection requirements.
The NCC’s findings point to the need for stronger internal policies, clearer responsibilities and more effective monitoring as AI becomes increasingly integrated into communications services.
Consumers Need Transparency
Customers should understand when artificial intelligence plays a significant role in their interactions with service providers.
The survey found that 94 per cent of respondents supported informing consumers when they were interacting with AI. This indicates strong support among the surveyed organisations for greater transparency.
However, supporting disclosure does not necessarily mean that every company already informs customers consistently.
Transparency matters because people should be able to distinguish between an automated response and communication from a human representative.
It also helps customers understand the limitations of automated systems.
For example, a chatbot may provide a useful answer to a simple question about a mobile data plan. However, a complicated billing dispute may require human intervention and a review of the customer’s account.
Companies should therefore establish clear procedures for escalating unresolved complaints.
They should also review automated responses regularly to identify inaccurate information, unfair outcomes and recurring problems.
These measures can improve customer service while reducing the risk of consumers being left without meaningful assistance.
NCC Moves Towards Clearer Guidelines
The NCC has indicated that it will provide additional guidance to help licensees understand their obligations under the Internet Code of Practice 2026.
The planned measures include implementation guidelines, frequently asked questions, compliance templates and stakeholder workshops.
The commission also launched an Internet Governance Working Group to support continued engagement on issues affecting Nigeria’s digital environment.
These efforts could help telecommunications companies understand what regulators expect from them when deploying AI and other emerging technologies.
Clear guidance is particularly important because organisations may use AI in different ways. A system designed to answer general enquiries may present different risks from one that processes sensitive information or influences important customer decisions.
Businesses need practical instructions that explain their responsibilities and the steps required to meet applicable rules.
However, issuing guidelines is only the beginning. Their effectiveness will depend on implementation, monitoring and the willingness of companies to address identified weaknesses.
What Telecom Operators Should Do
Telecommunications companies should begin by reviewing the AI systems they currently use or plan to introduce.
They need to identify the purpose of each system, the information it processes and the possible consequences of its decisions.
Companies should also assign responsibility for monitoring these systems and establish procedures for investigating errors.
Employee training is another important step. Staff members need to understand how AI tools work, recognise their limitations and know when human intervention is necessary.
Data protection must remain a priority. Organisations should limit access to sensitive information, use appropriate security measures and ensure that personal data is handled lawfully.
Regular testing can help identify problems before they affect large numbers of customers.
Smaller organisations may require additional support to develop suitable governance arrangements. Practical templates and training could make compliance easier without creating unnecessary barriers to innovation.
Building Trust in Nigeria’s Digital Economy
Nigeria’s digital economy depends heavily on reliable telecommunications services. Individuals and businesses use mobile networks for banking, education, commerce, communication and access to essential information.
Responsible AI adoption could help operators improve these services and develop new digital products.
However, technological progress must be accompanied by accountability.
Customers need confidence that companies will protect their information, explain automated interactions and provide effective channels for resolving complaints.
The NCC’s findings provide an opportunity for the industry to address governance gaps before AI becomes even more deeply embedded in everyday services.
The next stage should focus on turning policies into practical safeguards.
For Nigeria’s telecommunications sector, success will not be measured only by how quickly companies adopt artificial intelligence. It will also depend on whether they can use the technology responsibly, protect consumers and maintain public trust.
