Absa Kenya Invests $31 Million in Technology, Automates 71% of Operations

Absa Bank Kenya  automated 71% of its internal processes in 2025 after investing approximately KSh4 billion ($31 million) in technology infrastructure, significantly advancing its digital transformation strategy and strengthening its artificial intelligence (AI) capabilities. The investment supported cloud modernization, robotic process automation, machine learning, intelligent network solutions, and cybersecurity enhancements as the bank sought to improve operational efficiency and customer experience.

According to the bank’s 2025 Sustainability and Climate Report, the technology investment enabled Absa to modernize its digital infrastructure through cloud deployments, robotics automation, machine learning capabilities, and intelligent networking based on Huawei’s SD-WAN technology. These upgrades improved connection reliability across branches, enhanced cybersecurity, and enabled more personalized, data-driven customer services while creating a safer and more efficient digital banking environment.

The bank also expanded the use of AI, advanced data analytics, and automation across its operations to update processes, improve customer experience, increase cost efficiency, and strengthen risk management. AI has been integrated into key business functions, including credit underwriting, fraud detection, customer interactions, operational optimization, and regulatory reporting, supporting Absa’s ambition to become a fully digitally powered financial institution while reducing dependence on manual processes.

As part of its AI strategy, Absa introduced a new AI policy during the year and updated its data management and risk policies to strengthen governance around emerging technologies. The bank also launched Citrus, its proprietary AI agent, which is being piloted to detect deepfakes during account opening processes. Citrus has also been deployed for call transcription and policy management, allowing employees to access information more efficiently and improving customer interactions.

Absa reported that data-driven initiatives also generated measurable business benefits. By leveraging analytics, the bank streamlined customer solution delivery, significantly reduced the time required to produce reports, and improved visibility into revenue leakages estimated at nearly KSh140 million. These capabilities also contributed to unlocking approximately KSh5 billion in data-driven sales by the end of 2025.

Digital adoption among customers also continued to grow. The bank disclosed that an estimated 94% of customer transactions were completed through digital or alternative channels during 2025, reflecting increased uptake of its mobile and online banking platforms and reduced reliance on physical branches. Absa is also preparing to introduce Absa Next, a digital platform targeting younger customers and expanding access to services ranging from loan applications to digital payments.