Absa has implemented an artificial intelligence (AI) and optical character recognition (OCR) solution within its debt review team, improving efficiency and accuracy for over-indebted South African consumers. Since the solution’s implementation in late June, it has achieved a 41% increase in document indexing efficiency, enabling a one-day turnaround time for all new documents and e-mails. The debt review process has traditionally been document-intensive, requiring manual capture from multiple providers, which created significant operational effort, longer turnaround times and a higher risk of human error. Through the OCR/AI gateway, Absa has automated the extraction and capture of information from standard document types, reducing the need for manual intervention and accelerating workflow initiation. The solution has also created a scalable platform for future processing of more complex document types. Kendrick Chauke, Absa national manager for debt review, said the innovation reduced repetitive tasks and allowed the team to focus on value-adding activities requiring skilled human expertise. Robert Benvenuti, Absa chief information officer for data and applied AI, said the enhanced capabilities mark a significant step forward in Absa’s commitment to using AI to improve customer outcomes and drive operational excellence. The announcement comes as South Africa’s major banks accelerate AI investment, shifting from pilot projects to core banking operations.