Equity Group Leverages AI as Digital Transactions Hit 98.2%

Equity Group is accelerating its transformation into an artificial intelligence-driven financial services provider as digital transactions now account for 98.2 percent of total activity across the bank.

The milestone highlights a clear shift in customer behavior, with most transactions occurring outside physical branches through mobile, agency, merchant, and ATM channels. 

The Group says this widespread digital adoption provides a strong foundation for embedding AI across operations to drive efficiency, enhance decision-making, and unlock new growth opportunities.

Speaking during an investor briefing, Group Managing Director and CEO Dr James Mwangi said the move toward an AI-first model is a natural progression from years of investment in digital infrastructure. 

“The digitisation we are seeing is not led by the institution; it is led by customers. We have aligned ourselves to those customer-driven channels, which is why 98.2 percent of all transactions now happen outside our branches,” he said.

Equity Group is layering AI capabilities into core functions including customer engagement, risk management, and operational processes. 

This transition enables the bank to reduce reliance on fixed-cost branch infrastructure, moving toward a flexible, self-service model that boosts cost efficiency while supporting expansion.

A key component of the strategy is Equitel, a SIM-based platform that allows customers to access financial services without internet connectivity. 

The platform provides both financial inclusion and security benefits, reducing exposure to cyber threats while reaching users on basic feature phones. 

“Our infrastructure is embedded in the SIM card, meaning customers are not necessarily operating on the internet highway where most cyber threats occur,” Mwangi explained.

The bank is also investing heavily in human capital to support its AI ambitions. Of a workforce of 11,900, more than 7,300 employees—over 62 percent—have been trained and certified in generative AI through the Huawei ICT Academy.

 Workforce transformation is being implemented across all roles, ensuring the organization is equipped to operate in a technology-led model. 

Additionally, 53 employees have enrolled in a Master’s programme in financial engineering at WorldQuant University, with plans to scale advanced AI training to 5,000 staff over time.