Accra: Fidelity Bank is recording significant benefits with its Artificial Intelligence (AI)-enabled processes, Mr. Simon Adu-Gyamfi, the Bank's Chief Support Officer has said. Speaking at the inaugural Pan-African AI Summit, he cited the bank's Robotic Process Automation (RPA) which has increased productivity in reconciliations and general ledger activities to 'over 200% without the need for additional human resources.'
According to Ghana News Agency, Mr. Adu-Gyamfi explained Fidelity Bank's 'AI as a CEO' concept, indicating that AI was 'a leadership companion embedded in everyday operations.' He stated that their approach to AI was focused on practical steps that transform operations and service delivery. This involves empowering employees, refreshing company culture, and centralizing technology in their processes.
Fidelity Bank Ghana sponsored and participated in the maiden Pan-African AI Summit, held under the theme 'Unifying Africa Through Artificial Intelligence.' The summit gathered thought leaders, policymakers, entrepreneurs, innovators, and researchers from across Africa and the diaspora. Mr. Adu-Gyamfi noted that Fidelity's AI journey is ongoing, with plans to integrate AI into core banking systems. The journey begins with pilot projects that build confidence and establish governance structures for responsible AI use.
He expressed enthusiasm about staff-driven innovations within the organization, stating that AI is already present and shaping productivity, inclusion, and quality of life. For Fidelity, AI is seen as a crucial element for future progress and customer service enhancement.
Ms. Edna Engmann, Fidelity's Head of Transformation Programmes, emphasized the significance of 'innovation labs and co-creation' in addressing Africa's challenges. She highlighted the bank's commitment to taking innovative ideas beyond the conceptual stage by working collaboratively to test and refine solutions to meet customer needs. This approach is unlocking employee potential and creating impactful solutions.
Ms. Engmann also discussed AI's role in overcoming language barriers and providing digital access for underserved populations. She highlighted opportunities in voice banking in local dialects and digital literacy training for rural communities, which Fidelity is actively exploring.
