Equity Group is leveraging artificial intelligence to expand financial inclusion across Kenya, with digital transactions now representing 98.2 percent of all activity in the bank.
The milestone reflects a profound shift in how customers access financial services, with most transactions occurring outside traditional branches through mobile, agency, merchant, and ATM channels.
Equity Group says this widespread digital adoption provides a platform to embed AI in operations, improving efficiency while making financial services more accessible to underserved communities.
Central to the strategy is Equitel, a SIM-based platform that allows customers to conduct banking transactions without relying on internet connectivity.
The platform extends secure services to users on basic feature phones, protecting them from cyber threats commonly associated with online banking while broadening access to rural and semi-urban populations.
“Customers don’t need a smartphone to access services, allowing us to reach more people securely,” said Dr James Mwangi.
Equity Group is also investing in workforce transformation, training over 7,300 employees—62 percent of its staff—in generative AI.
By upskilling employees across all roles, the bank ensures that human capital keeps pace with its technology-driven expansion. Selected staff are also enrolled in advanced programmes in financial engineering, reinforcing expertise to support AI-led operations.
