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Media release

Absa uses AI and OCR technology to transform debt review process, accelerating support for customers in distress

4 August 2026

Absa has successfully implemented an innovative AI and Optical Character Recognition (OCR) solution within its Debt Review team, significantly improving the efficiency and accuracy of the debt review process for over-indebted South African consumers. Since implementation in late June, Absa has achieved a 41% increase in document indexing efficiency, enabling a one-day turnaround time for all new documents and emails.

The debt review process has traditionally been document-intensive, requiring information from multiple providers to be captured and processed manually. This created significant operational effort, longer turnaround times and a higher risk of human error. Through the implementation of an OCR/AI Gateway, Absa has automated the extraction and capture of information from standard document types. This enables documents to be processed automatically, reducing the need for manual intervention, improving accuracy and accelerating workflow initiation. The solution has also created a scalable platform for the future processing of more complex document types.

Kendrick Chauke, Absa National Manager for Debt Review, said: “The introduction of an AI/OCR solution in the Debt Review team has enabled us to automate manual processes and improve operational efficiency. While employees initially had questions about the impact on their roles, these were addressed through effective change management and engagement. Rather than replacing roles, this innovation has reduced repetitive tasks and allowed the team to focus on more value-adding activities that require skilled human expertise.”

The implementation has strengthened productivity and employee engagement, while improving turnaround times for customers going through the debt review process and contributing to a better customer experience. “These enhanced capabilities mark a significant step forward in Absa’s commitment to using AI technology to improve customer outcomes and drive operational excellence,” said Robert Benvenuti, Absa Chief Information Officer, Data & Applied AI.

With this move, Absa continues to explore opportunities to expand automation across its operations, reinforcing its position as a leader in digital innovation within South Africa’s financial services sector.

4 August 2026

Absa has successfully implemented an innovative AI and Optical Character Recognition (OCR) solution within its Debt Review team, significantly improving the efficiency and accuracy of the debt review process for over-indebted South African consumers. Since implementation in late June, Absa has achieved a 41% increase in document indexing efficiency, enabling a one-day turnaround time for all new documents and emails.

The debt review process has traditionally been document-intensive, requiring information from multiple providers to be captured and processed manually. This created significant operational effort, longer turnaround times and a higher risk of human error. Through the implementation of an OCR/AI Gateway, Absa has automated the extraction and capture of information from standard document types. This enables documents to be processed automatically, reducing the need for manual intervention, improving accuracy and accelerating workflow initiation. The solution has also created a scalable platform for the future processing of more complex document types.

Kendrick Chauke, Absa National Manager for Debt Review, said: “The introduction of an AI/OCR solution in the Debt Review team has enabled us to automate manual processes and improve operational efficiency. While employees initially had questions about the impact on their roles, these were addressed through effective change management and engagement. Rather than replacing roles, this innovation has reduced repetitive tasks and allowed the team to focus on more value-adding activities that require skilled human expertise.”

The implementation has strengthened productivity and employee engagement, while improving turnaround times for customers going through the debt review process and contributing to a better customer experience. “These enhanced capabilities mark a significant step forward in Absa’s commitment to using AI technology to improve customer outcomes and drive operational excellence,” said Robert Benvenuti, Absa Chief Information Officer, Data & Applied AI.

With this move, Absa continues to explore opportunities to expand automation across its operations, reinforcing its position as a leader in digital innovation within South Africa’s financial services sector.