Fidelity Bank Ghana, the largest privately-owned Ghanaian bank, celebrated a double win at the prestigious 13th Ghana Information Technology and Telcom Awards (GITTA) held on June 7, 2024. 

Julian Opuni, Managing Director of Fidelity Bank, was recognised as the Financial Inclusion Leader, while the bank's innovative WhatsApp Banking Assistant, Kukua, secured the Digital Chatbot Platform of the Year award.

The award for Financial Inclusion Leadership recognises Julian Opuni's dedication to bringing banking services to the unbanked population in Ghana. Commenting on the award, Mr. Opuni highlighted Fidelity Bank's numerous initiatives aimed at expanding financial inclusion.

"This award is a testament to our relentless pursuit of bringing banking to the unbanked in Ghana," Mr. Opuni said. 

He pointed to the bank's pioneering Smart Account, launched in 2013, which requires minimal documentation and facilitates a five-minute account opening process. 

He also emphasised the success of Fidelity Bank's industry-leading agency banking network, the largest in the country with over 6,000 active agents.

"This initiative has empowered over 1.5 million new customers, generating deposit growth exceeding half a billion Ghana Cedis," Mr. Opuni stated. 

"Beyond access, we prioritise financial literacy."  He elaborated on the bank's Interactive Voice Response (IVR) digital platform, which has reached over 500,000 individuals, and its digital reactivation program that empowers remote-area customers to reactivate dormant accounts.

Looking ahead, Mr Opuni announced the upcoming launch of a self-service digital loan product designed for the mass market, further solidifying Fidelity Bank's commitment to financial inclusion.

Adding to the celebration, Fidelity Bank's innovative WhatsApp Banking Assistant, Kukua, was awarded Digital Chatbot Platform of the Year.

This recognition underscores the transformative power of chatbots in enhancing customer service within the financial services industry.

"We're delighted to receive this award for Kukua," said Mr. Opuni. "Since launching in 2020, we have witnessed a dramatic shift in how our customers interact with the bank."

Over 200,000 users rely on Kukua as their trusted 24/7 customer care agent, offering them unparalleled convenience and accessibility.

Kukua simplifies everyday banking tasks, allowing customers to open accounts instantly, pay bills, transfer funds between Fidelity accounts, and check current exchange rates, all through the familiar platform of WhatsApp.

"This not only saves them time and effort but also empowers them to manage their finances on their own terms," Mr. Opuni noted.

"Kukua's success is a prime example of how Fidelity Bank prioritizes innovation and leveraging technology to enhance the customer experience. We are constantly working to expand Kukua's capabilities, ensuring it remains a valuable and trusted resource for our customers."

Fidelity Bank's impressive performance at the GITTA awards further cements its leadership in both financial inclusion and customer service innovation. 

The bank's dedication to empowering Ghanaians through financial access and technological advancements positions them as a key player in shaping a more inclusive and dynamic financial landscape in Ghana.