AI Driving a New Era of Inclusive Banking – Stanbic Bank Ghana Executive

By Maame Efua Kwaduah

The Head of Digital Transformation at Stanbic Bank Ghana, Estelle Jacqueline Asare, says artificial intelligence (AI) is playing a key role in advancing financial inclusion beyond traditional efforts to expand access to banking services.
Speaking at the MTN Business CTIO Roundtable Africa 2026, Ms. Asare explained that discussions on inclusion have often focused on extending banking services to rural communities. However, she noted that emerging technologies are now enabling financial institutions to use broader customer data to design more inclusive and accessible financial products.
According to her, banks are increasingly able to assess customer behaviour and financial history, allowing for more informed lending decisions while encouraging responsible financial practices.
Ms. Asare said this development is also improving customer experience, particularly for users who struggle with conventional banking tools such as USSD platforms and mobile applications. She noted that newer systems now support voice-based interactions, biometric authentication and other simplified digital features.
She added that these innovations are particularly beneficial to elderly persons, individuals with visual impairments and those with limited literacy, as they reduce barriers to accessing financial services and minimise the need for assistance.
The Stanbic Bank executive further explained that financial institutions are adopting different strategies when integrating AI, with banks often relying on established global technology platforms rather than building systems from scratch.
This approach, she said, enables banks to benefit from secure and stable infrastructure provided by technology partners while focusing on tailoring solutions to meet customer needs.
At Stanbic Bank Ghana, Ms. Asare revealed that AI-driven systems are being deployed across multiple channels, including USSD platforms, to improve customer engagement and accelerate service delivery. She noted that integrating these systems with internal data has enhanced responsiveness and decision-making.
She also highlighted that strict regulatory requirements in the banking sector necessitate a cautious, phased approach to technology adoption, making partnerships with specialised firms essential for effective implementation.
According to her, such collaborations allow banks to develop advanced data analytics tools and deliver more targeted services while remaining fully compliant with regulatory standards.
Ms. Asare concluded that as AI adoption deepens, the focus will shift from expanding access alone to ensuring that all customers regardless of background or ability can fully participate in the financial system.