TLDR: The PwC 2025 Ghana Banking Survey highlights a remarkable increase in Generative Artificial Intelligence (GenAI) adoption within the nation’s banking sector in 2024. This surge is driven by a strategic focus on enhancing operational efficiency and improving customer experience, with nearly seven in ten Ghanaian CEOs having adopted GenAI to some extent.
Ghana’s banking industry experienced a notable surge in the adoption of Generative Artificial Intelligence (GenAI) throughout 2024, according to the recently released PwC 2025 Ghana Banking Survey report. This significant shift underscores the sector’s commitment to leveraging advanced technologies for accelerated operational efficiency and an enhanced customer experience.
The report emerges against a backdrop of robust growth within the Ghanaian banking industry, which saw total industry deposits climb by a substantial 32.2%, from GH₵201.73 billion in 2023 to GH₵266.73 billion in 2024. This growth reflects the sector’s resilience and ongoing dedication to financial inclusion and digital transformation. Market leaders such as Ecobank Ghana PLC (EBG), GCB Bank PLC (GCB), and Stanbic Bank Ghana (SBG) have maintained strong market positions through extensive branch networks and sophisticated digital strategies. Emerging institutions like Zenith Bank Ghana (ZBL) and Access Bank Ghana (ABG) have also gained traction by adopting agile, customer-focused approaches. EBG and GCB, in particular, solidified their hold on deposits, increasing their combined market share to 27.3% from 25.1% the previous year, a testament to high customer trust across retail and corporate segments, supported by over 250 nationwide branches and significant investments in digital banking infrastructure .
The enthusiasm for GenAI is well-founded, given its capabilities and ease of use. The PwC Ghana CEO survey report corroborates this trend, indicating that nearly seven in ten (68%) CEOs have adopted GenAI to some degree in the past 12 months, actively deploying AI-driven solutions to improve both customer-facing services and back-office operations. GenAI-powered chatbots, utilizing proprietary data, are now facilitating rapid and personalized customer interactions, while integrations like ChatGPT have boosted internal productivity and refined service delivery . Furthermore, over 70% of Ghanaian CEOs reported that GenAI improved employee productivity in 2024, surpassing initial expectations .
Vish Ashiagbor, Country Senior Partner at PwC Ghana, emphasized the prerequisites for successful GenAI integration within the banking sector. He stated, “For the banking industry to successfully adopt GenAI, it first needs to build trust in AI-driven digital transformation in Ghana, which requires the establishment of responsible AI policies and secure environments. This includes ethical data use, strong governance, and risk management practices. Second, the Banks need to define an AI Strategy by identifying where GenAI can solve real, local challenges like mobile banking, fraud detection in digital payments and prioritising these high-value use cases.”
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Despite the high trust and adoption rates, the PwC 2025 CEO Survey also noted a paradox: Ghanaian businesses face more cyber-related anxiety than their global counterparts, yet their trust in AI remains high. This suggests a potential lag in implementing robust cyber resilience frameworks, prompting PwC to advise CEOs to critically assess their companies’ cyber resilience programs as GenAI becomes foundational across business functions .
