CHATBOTS AND VIRTUAL ASSISTANCE AS ARTIFICIAL INTELLIGENCE INITIATIVES AND EMPLOYEE PRODUCTIVITY: EVIDENCE FROM CONSTRUCTION FIRMS IN SOUTH-SOUTH NIGERIA

Abstract

This study investigated the relationship between chatbots and virtual assistance (CVA), as an Artificial Intelligence (AI) initiative, and employee productivity measured by efficiency and team dynamics in construction firms in South-South Nigeria. Premised on the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT), Social Exchange Theory, and the Job Demands-Resources (JD-R) model, the study adopted an explanatory cross-sectional survey design. A structured questionnaire was administered to 152 valid respondents drawn from 18 purposively selected building, engineering, and road construction firms across the South-South geopolitical zone of Nigeria. Data were analysed using the Spearman Rank Order Correlation Coefficient. Results revealed a strong and significant positive relationship between chatbots and virtual assistance and efficiency (r = 0.674, p < 0.05) and between chatbots and virtual assistance and team dynamics (r = 0.732, p < 0.05). Both null hypotheses were rejected. The findings suggest that conversational AI tools substantially enhance operational efficiency and strengthen collaborative dynamics among construction employees. The study recommends the strategic deployment of chatbot and virtual assistant technologies customised to construction-specific workflows, complemented by structured digital literacy programmes and clear AI governance policies.