ARTIFICIAL INTELLIGENCE IN DISPUTE RESOLUTION AND COUNSELLING IN ABUJA, NIGERIA

Abstract

The increasing complexity of disputes across various sectors has necessitated innovative and efficient approaches to conflict resolution and counselling. This study examined the effectiveness of Artificial Intelligence (AI) in dispute resolution among counsellors in Abuja, Nigeria. Specifically, the study addressed four research questions focusing on counsellors’ awareness,perceptions, utilization, and challenges associated with AI integration in practice. A descriptive survey design was adopted. Data were collected using a 25-item structured questionnaire with a reliability coefficient of 0.82 (Cronbach’s Alpha), alongside semi-structured interviews conducted with selected respondents to obtain in-depth insights. The participants comprised counsellors engaged in conflict management across educational, workplace, family, and community settings. Quantitative data were analysed using descriptive and inferential statistics, while qualitative data from the interviews were analysed thematically. Findings revealed that counsellors exhibited moderate awareness of AI; however, only a limited number actively utilized AI tools. AI was perceived as useful for handling repetitive tasks, emotion recognition, and preliminary mediation processes. Despite its benefits, concerns were raised regarding limited emotional intelligence, data privacy risks, ethical issues, and the possible erosion of the human element in counselling. Key challenges identified included inadequate training, high implementation costs, and scepticism about AI’s neutrality and empathy. The study concluded that while AI has significant potential to enhance dispute resolution, it cannot replace the human-centered nature of counselling. It recommended targeted training programmes, stronger collaboration between technology experts and counsellors, and the establishment of clear ethical guidelines.