Absa’s AI chatbot reaches 1.6m users
The big-four bank reveals its AI-based chatbot handles over 100 000 queries per month from 1.6 million users.
Absa Group's AI-based chatbot has reached over 1.6 million users, handling more than 100,000 queries per month, as the bank continues to modernize its core platforms. The agentic AI chatbot, which understands natural language and delivers personalized data-driven answers, is a strategic lever for growth across Africa. Absa's H1 2026 technology performance shows a clear shift from digital investment to measurable business and customer outcomes.
The bank's CIO and CTO, Johnson Idesoh, emphasized that technology only matters when it changes the customer experience and business performance. Absa has seen improved SME account opening, faster credit decisions, growing digital lending, more responsive service channels, and resilient platforms. Over 30,000 Absa employees use Microsoft Copilot monthly, with more than 4,400 employees building personal automation agents, resulting in 3,800 agents now live in production.
The bank's digital capabilities are scaling across its African markets, with the Ghana Pay platform having 18,064 active wallet holders and processing approximately GHS6.6 million through its funds transfer functionality.
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