Esther Dokuwaa Ofosuhene calls for localizing AI at 6th CXP conference

Esther Dokuwaa Ofosuhene, President of the Customer Experience Professionals (CXP) Ghana, has called on businesses and technology developers to localize Artificial Intelligence (AI) tools to better serve the Ghanaian market. Speaking at the 6th Annual CXP Conference, Ofosuhene emphasized that for digital transformation to be truly effective, it must be tailored to the unique linguistic and cultural needs of local users. The call comes at a time when the country is rapidly adopting digital solutions across various sectors of the economy.

Ofosuhene advocated for the adaptation of AI technologies to include Ghanaian languages, arguing that this inclusion is critical for enhancing service delivery and ensuring relevance for a broader segment of the population. She stressed a human-centered approach to digital transformation, noting that the mere digitization of processes does not automatically translate into an improved customer experience. According to the CXP President, technology should serve as a bridge rather than a barrier to meaningful engagement, ensuring that automated systems can understand and respond to local contexts.

Other speakers at the conference echoed these sentiments, highlighting the necessity of incorporating citizen feedback into both government projects and private sector initiatives. They urged technology developers to prioritize solving local challenges over the pursuit of technology for its own sake. The discussions underscored that the success of digital tools depends heavily on their ability to address specific local issues and the degree to which they are accessible and relatable to the average Ghanaian.

The conference concluded with a clear message for a shift in perspective across both the public and private sectors. By focusing on localization and human-centric design, stakeholders aim to ensure that the adoption of emerging technologies like AI results in tangible benefits for all citizens. This approach is seen as vital for fostering inclusivity and ensuring that Ghana's digital evolution reflects the actual needs, languages, and identities of its people.