As we can unanimously agree, Artificial Intelligence is no longer a futuristic concept; it is a transformative force that is actively reshaping the future of numerous industries worldwide.
While most of the world has recently become more aware of AI due to generative AI tools like GPT, Midjourney, and Gemini, the field collectively referred to as AI has been in development since the 1970s—and the financial sector, unsurprisingly, has been paying attention. For those who haven’t until now, there are no more excuses.
The integration of AI in finance is crucial not just for staying relevant but for driving revenue, improving customer experiences, and optimizing operational efficiency. AI-powered systems are extensively used for predictive risk analytics and fraud detection, where advanced machine learning models can identify suspicious patterns in vast volumes of transaction data.
For a continent with countries that are frequently blacklisted for fraud, this capability allows financial institutions to detect fraud attempts much earlier than traditional methods, significantly reducing the risk of financial crimes. Institutions like JP Morgan Chase have invested heavily in sophisticated anti-fraud technologies, resulting in substantial reductions in fraudulent activities.
For banks in Africa, adopting similar AI-driven fraud detection systems provides a new layer of protection that exponentially safeguards against growing cyber threats and fraud, ensuring core system stability and crucial customer trust in the face of an unprecedented digital evolution.
Moreover, the adoption of Artificially Intelligent agents is enabling financial institutions to offer highly personalized services. AI-driven platforms are helping to build and tailor investment portfolios to individual client values and preferences. This trend is particularly significant among younger, tech-savvy investors who prioritize socially conscious investing.
AI tools like OpenInvest and platforms used by Amundi allow for real-time portfolio adjustments, reflecting investor sentiment and risk preferences dynamically. Such customization enhances client satisfaction and loyalty, a crucial factor in a competitive banking environment.
In terms of regulatory compliance, AI is proving invaluable by identifying patterns and anomalies that human analysts might miss in unprecedented time. For instance, the Bank for International Settlements’ Project Aurora uses neural networks to combat money laundering effectively.
Similarly, the European Central Bank (ECB) employs AI to enhance oversight across millions of businesses and government entities, improving both efficiency and accuracy in regulatory submissions.
For banks in Ghana, AI can streamline compliance processes, reduce regulatory risks, and ensure adherence to international standards, making them more attractive to global investors and partners. Consequently, it may actually be able to safely reduce the risk-averse nature of some banks, providing better customer satisfaction.
In terms of customer satisfaction, it may be the differentiator between who wins and who loses. Please understand that size, scale, and reputation are nothing compared to the Customer Satisfaction of the customer. CX will determine the winners and losers in this new age. The “average” Ghanaian is exposed to seamlessness from both fintech and social platforms. Banks will have no excuse.
AI agents are enabling institutions to provide tailored customer solutions, offering personalized, automated, and omnichannel experiences. As mentioned earlier, customers are being presented with more accurate financial advice and better lending terms, thus improving both satisfaction and loyalty.
AI assistants have significantly enhanced customer interactions by providing instant support and personalized recommendations, leading to a significantly improved customer experience. This presents both the lowest barrier to entry and significant returns in terms of catering to a more digitally inclined customer and driving financial inclusion.
And then, there’s the sheer improvement in the efficiency of the organization. AI-driven automation streamlines various banking operations, from underwriting approvals to claims adjustment, enhancing accuracy and efficiency while reducing the need for manual labor. Can we agree that too much working time is being lost to trivialities?
If 19% of employee time is statistically spent looking for information, how much more is spent just manually sifting through documentation? Are those hours not spent more productively elsewhere? It’s largely been one of the reasons that banking is generally perceived as slow and bureaucratic.
As AI technologies continue to evolve, their capabilities in predictive analytics, customer personalization, and operational efficiency will further advance, offering even greater benefits to the banking and finance sector.
The adoption of natural and contextualized language interfaces and AI agents will enable more intuitive interactions with financial systems, improving omnichannel user experience and operational efficiency. And this is going to matter more and more to be competitive and differentiated.
For banks around the continent, the time to get comfortable with AI is now. It is no longer a distant technology; it is here and speedily transforming the global financial landscape. The truth is that it won’t matter who is a big multinational and who is a small local bank.
All that will matter is which is able to attract the rapidly evolving digital customer for whom ease, customer satisfaction, and seamlessness are the pillars of engagement. All that will matter will be the ability to have teams across the hierarchy of the organization that are comfortable navigating a very different banking landscape.
The current landscape will be rearranged, sooner rather than later. The question is, are you learning quickly enough to remain relevant? The time isn’t coming. It’s here.
To learn more, sign up for the “Is it AI or Automation” webinar here: https://bit.ly/webregi
About the author:
Obinna Chuku is a Computer Engineer who transitioned into Strategy, across Telecoms, Banking, FMCG, and Fintech. He combines his technology expertise with brand strategy, guiding companies like Kowri Intelligence.
Obinna helps organizations navigate the intersection of technology, communication and customer experience, fostering seamless integration between innovative solutions powered by technology and impactful brand narratives.
