Accra, Oct. 8, Fidelity Bank Ghana is reaping substantial gains from its Artificial Intelligence (AI)-driven operations, according to Mr. Simon Adu-Gyamfi, the Bank’s Chief Support Officer.
Speaking at the inaugural Pan-African AI Summit held under the theme “Unifying Africa Through Artificial Intelligence,” Mr. Adu-Gyamfi revealed that the bank’s Robotic Process Automation (RPA) initiative has improved productivity in reconciliations and general ledger activities by more than 200 percent without increasing human resources.
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He explained that Fidelity’s approach, dubbed “AI as a CEO,” positions AI as a leadership partner integrated into daily operations. “For us, AI is not about grand theories but practical steps that transform how we work and serve. It begins with empowering our people, refreshing our culture, and putting technology at the heart of everything we do,” he said.
Mr. Adu-Gyamfi emphasised that the bank’s AI journey is ongoing, with the next phase focused on embedding AI more deeply into its core banking systems. “This is a journey of baby steps, starting with pilots that build confidence and governance structures that ensure we use AI responsibly,” he noted.
He said the adoption of AI has inspired enthusiasm among staff, who are increasingly proposing innovative ideas that can be scaled across the organisation. “AI is not the future; it is already here. The question is how we as African institutions shape it to uplift productivity, inclusion, and ultimately, the quality of life for our people,” he stated.
“At Fidelity, we see AI as a lifeline for the future, embedded in the way we serve our customers and drive progress,” Mr. Adu-Gyamfi added.
Ms. Edna Engmann, Fidelity’s Head of Transformation Programmes, underscored the importance of innovation labs and co-creation in addressing Africa’s development challenges. “We no longer want innovation to stop at ideas. At Fidelity, when someone proposes a solution, we walk the journey with them, testing, refining, and ensuring it meets the customer’s need,” she said.
Ms. Engmann highlighted AI’s potential to bridge language divides and expand digital access for underserved populations. She mentioned that Fidelity Bank is exploring initiatives such as voice banking in local dialects and digital literacy training for rural communities to promote financial inclusion and technological empowerment.
