NAIROBI, July 29 – Absa Bank Kenya says it automated 71% of its processes in 2025 after investing $31 million in technology, as more customers continued to use digital banking services instead of visiting branches.
According to the bank’s latest sustainability report, 94% of customer transactions were completed through digital and alternative channels last year.
Other major banks have reported similar progress with I&M Bank saying 98% of its transactions were completed through digital channels in 2025, while Equity Bank, KCB and Co-operative Bank each said more than 90% of their transactions now happen outside physical branches.
Absa said its $31 million investment supported cloud upgrades, robotics automation, machine learning and network infrastructure. The bank said these improvements strengthened its digital banking services, fraud prevention systems and internal operations.
The lender added that automation and improved processes helped keep its cost-to-income ratio at 37%.
Former Chief Executive Officer Abdi Mohamed said in April that Absa plans to invest between $15.5 million and $23.3 million in technology every year to support its long-term digital strategy.
The bank’s profit after tax rose 10% to $178 million in 2025, while loans and customer deposits each grew by 1%. At the same time, operating expenses fell 21% to $57 million, and its cost-to-income ratio improved to 36.5% from 46% a year earlier.
Absa said its full-time workforce increased by 43 employees to 2,210 during the year, while employee turnover dropped to 6.2% from 7.7%. After the reporting period, 82 employees left the bank through a voluntary separation programme that cost $5.6 million.
The bank also reported having 3,345 non-employee workers, including contractors, consultants, technology vendors, interns, trainees and outsourced support staff. It did not disclose how much it spent on this workforce.
