Absa Bank has become the first financial institution in Africa – and one of the first globally – to deploy agentic AI for customer use, according to Salesforce. The announcement was made at the Agentforce World Tour in Johannesburg this week.
The bank’s AI-powered chatbot, Abby, runs on Salesforce’s Agentforce platform and offers dynamic, contextual conversations with users about loans, investments, and cross-border payments. Unlike traditional bots, Abby can access systems, scan the web, and make autonomous decisions within preset safety limits.
“This isn’t your standard scripted chatbot,” said Lindelani Ramukumba, Absa’s head of Relationship Banking technology. “Our AI agent engages with customers, understands their needs, and recommends the right products – just like a skilled banker would.”
Salesforce South Africa’s country manager Linda Saunders said the agent was built in under five weeks, with most of the time dedicated to testing. Strict guidelines limit its actions, such as avoiding pricing or transactional discussions, to ensure safety and accuracy.
The launch positions Absa at the forefront of AI innovation in Africa’s banking sector, signaling a shift toward more intuitive, automated customer engagement.
