Banking sector records rise in AI adoption
The 2025 Ghana Banking Survey by PwC has revealed a remarkable surge in the adoption of Generative Artificial Intelligence (GenAI) within the country’s banking sector, marking a significant shift in the industry’s digital transformation journey.
According to the report, banks are increasingly leveraging AI tools to boost operational efficiency and enhance customer experience.
This growing trend comes against the backdrop of strong industry performance, with total deposits rising sharply by 32.2 per cent from GHS201.73 billion in 2023 to GHS266.73 billion in 2024.
The growth underscores both the sector’s resilience and its ongoing drive towards financial inclusion.
Market leaders including Ecobank Ghana PLC, GCB Bank PLC and Stanbic Bank Ghana retained strong market positions, buoyed by expansive branch networks and sustained investments in digital banking.
Together, Ecobank and GCB increased their combined deposit market share from 25.1 percent in 2023 to 27.3 per cent in 2024, consolidating customer trust across both retail and corporate segments.
This was supported by over 250 nationwide branches and tailored savings and investment products designed for SMEs and salaried professionals.
Meanwhile, emerging players such as Zenith Bank Ghana and Access Bank Ghana gained traction by adopting agile, customer-centric strategies, further intensifying competition in the sector.
Against this competitive backdrop, the momentum around GenAI is noteworthy. PwC’s survey revealed that 68 per cent of Ghanaian CEOs reported adopting GenAI in 2024, deploying AI-powered solutions to improve customer-facing services and streamline back-office operations.
Already, AI-driven chatbots are enabling faster, more personalised interactions, while platforms such as ChatGPT have been integrated to improve staff productivity and service delivery.
Commenting on the findings, Vish Ashiagbor, Country Senior Partner at PwC Ghana, highlighted the importance of building trust in AI-led transformation.
“For the banking industry to successfully adopt GenAI, it first needs to build trust in AI-driven digital transformation, which requires responsible AI policies and secure environments. This includes ethical data use, strong governance and robust risk management practices,” he said.
Kingsford Arthur, Financial Services Leader at PwC Ghana, stressed the need for balance.
“For banks in Ghana, the way forward is to use automation while keeping the human touch, modernise infrastructure without sacrificing compliance, and encourage innovation while safeguarding data integrity,” he added.
PwC noted that banks that align GenAI adoption with strategic priorities such as mobile banking expansion, fraud detection in digital payments and personalised customer services will be best positioned to sustain growth in the evolving financial landscape.
