AI must solve citizens’ problems, not chase trends, experts say
AI must solve citizens’ problems, not chase trends, experts say
Dr Temitope Oyeleye, Chief Executive Officer of TBO Integrated Services, on Thursday said governments and organisations must prioritise governance, trust and citizens’ needs to unlock the benefits of Artificial Intelligence (AI).
Oyeleye spoke at a webinar organised by Techeconomy and Infobip on building future-ready institutions and improving citizens engagement through technology.
He warned that deploying AI without clear strategies, quality data and accountability frameworks could undermine public trust and limit the technology’s impact.
According to him, many organisations pursue attractive AI use cases before establishing governance structures, data readiness and business priorities.
“The biggest mistake organisations make is chasing use cases before establishing strategy, governance, data readiness and clear business priorities,” he said.
Oyeleye said technology alone could not drive transformation without people, processes and effective leadership working together.
He warned that introducing technology into inefficient systems would only create broken processes and weaken confidence in digital transformation efforts.
The chief executive described responsible AI as a continuous discipline requiring constant monitoring, evaluation and value assessment.
According to him, many organisations secure funding for AI projects but fail to measure whether the technology ultimately delivers the promised value.
“Responsible AI is not a destination reached at deployment; it requires continuous governance, monitoring, adoption and value realisation,” he said.
Oyeleye also called for stronger collaboration among governments, technology providers and private sector players to accelerate sustainable digital transformation.
He urged governments to move beyond policymaking and invest in shared infrastructure that supported interoperability and secured public services.
On his part, Taiwo Omolopo, Senior Solutions Engineer at Infobip, said AI should be deployed to solve practical problems and improve citizens’ experiences.
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He said organisations must first understand citizens’ needs before introducing AI-driven solutions into public institutions.
Using tax administration as an example, Omolopo said AI-powered chatbots could provide personalised guidance and connect citizens to secure payment channels.
According to him, AI systems must rely on verified information and operate within strict guardrails to prevent errors and misinformation.
“AI can understand users, communicate with them and act on information, but organisations must first identify the problems they want to solve,” he said.
Omolopo added that security, transparency, privacy and governance formed the foundation of responsible AI deployment.
Also, Olatayo Ladipo-Ajai, Regional Manager, West Africa, Infobip, said governments must adopt a citizen-centred approach to AI implementation.
Ladipo-Ajai said public institutions must build trust by ensuring that AI systems are transparent, secure and inclusive.
According to him, citizens should always be informed whenever they are interacting with AI systems and should retain the option of speaking with human representatives.
He added that AI should complement human capabilities by handling repetitive tasks while workers focus on critical decisionmaking.
They all agreed that trust, governance and human oversight would determine whether AI succeeds in improving public services and citizens’ experiences in Nigeria.
