Fidelity Bank Pushes for Smarter, More Efficient Banking

Fidelity Bank Ghana says artificial intelligence isn’t just a buzzword, it’s becoming part of how the bank runs its daily business.

At the maiden Pan-African Artificial Intelligence Summit, held under the theme “Unifying Africa Through Artificial Intelligence,” Fidelity Bank reaffirmed its commitment to using technology to improve how it serves customers and communities.

Representing the bank, Chief Support Officer Simon Adu-Gyamfi said Fidelity is treating AI as a “partner in leadership,” not just a piece of software. “For us, AI is not about fancy talk. It’s about simple, practical changes that make our work faster, easier, and more efficient,” he said.

Adu-Gyamfi explained that Fidelity’s early experiments with robotic process automation, computer programs that handle repetitive office work — have more than doubled productivity in some departments without hiring extra staff. “The machines handle the routine tasks, and our people focus on what matters most — solving problems and serving customers,” he said.

The shift is also saving the bank money. Adu-Gyamfi said the next step is to integrate AI deeper into the bank’s main systems and expand its use across different parts of the business. “We are taking it one step at a time,” he said. “We want to make sure the technology is used responsibly, builds confidence, and delivers real value.”

Edna Engmann, Fidelity’s Head of Transformation Programmes, told the gathering that the bank is encouraging its staff to think creatively and test new ideas through in-house innovation labs. “We don’t want innovation to end at talk. When someone has an idea, we help shape it into something real, something that makes life better for our customers,” she said.

She added that AI can help make banking more inclusive, for instance, through voice-based services in local languages and digital literacy programs that help rural customers use mobile banking safely.

The Pan-African AI Summit brought together leaders, entrepreneurs, and experts from across the continent to explore how technology can support Africa’s development.

For Fidelity Bank, the event was another step in its ongoing effort to link innovation to everyday impact. “AI is not some distant future,” Adu-Gyamfi said. “It’s already here. Our job is to use it wisely  to boost productivity, include more people, and improve lives.”