The 2025 Ghana Banking Survey report by PwC has revealed a remarkable surge in Generative Artificial Intelligence (GenAI) adoption within Ghana’s banking sector.
This signals a marked shift in banks’ choices of tools to leverage accelerated operational efficiency and enhanced customer experience (CX).
The PwC report comes against the backdrop of a thriving banking industry, which recorded a significant 32.2% increase in total industry deposits, rising from GH₵201.73 billion in 2023 to GH₵266.73 billion in 2024.
This growth underscores the sector’s resilience and ongoing commitment to financial inclusion and digital transformation.
Notably, market leaders Ecobank Ghana PLC (EBG), GCB Bank PLC (GCB), and Stanbic Bank Ghana (SBG) have retained strong market presence through expansive branch networks and robust digital strategies. Emerging players like Zenith Bank Ghana (ZBL) and Access Bank Ghana (ABG) also gained traction by adopting agile, customer-focused approaches.
Specifically, EBG and GCB solidified their grip on deposits with a combined market share increase to 27.3%, up from 25.1% last year. Their ability to mobilise deposits reflects high customer trust across retail and corporate segments, strengthened by over 250 nationwide branches and significant investments in digital banking infrastructure.
The tailored savings and investment products designed for SMEs and salaried professionals further propelled their growth. Within this dynamic context, the excitement surrounding GenAI is well-founded, owing to its capabilities and ease of use.
The report pointed out that this enthusiasm is also reflected in PwC’s Ghana CEO survey report, which showed that nearly seven in 10 (68%) said they have adopted GenAI to a degree in the last 12 months, that is, during the year in 2024, actively harnessing AI-driven solutions to enhance both customer-facing services and back-office operations. The GenAI-powered chatbots, using proprietary data, now enable rapid, personalised customer interactions, while integrations like ChatGPT have increased internal productivity and improved service delivery”.
Vish Ashiagbor, Country Senior Partner at PwC Ghana, said: “For the banking industry to successfully adopt GenAI, it first needs to build trust in AI-driven digital transformation in Ghana, which requires the establishment of responsible AI policies and secure environments. This includes ethical data use, strong governance, and risk management practices. Second, the Banks need to define an AI Strategy by identifying where GenAI can solve real, local challenges like mobile banking, fraud detection in digital payments and prioritising these high-value use cases”.
Kingsford Arthur, Financial Services Leader at PwC Ghana said “For banks in Ghana, the way forward
is to find the right balance, using automation while keeping the human touch, modernising infrastructure without sacrificing compliance, and encouraging innovation while ensuring data integrity. It is our expectation that banks use this information to tailor their strategy across the various touch points in their digital transformation and Gen AI adoption journey”.
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Source: myjoyonline.com
