Challenges Affecting the Implementation of Artificial Intelligence Technologies in Zambia's Commercial Banks: Evidence from Zambia National Commercial Bank Plc

The integration of Artificial Intelligence technologies into banking industries has emerged as a transformative trend across different countries worldwide. The adoption of Artificial Intelligence technologies enhances operational efficiency and customer satisfaction through advanced data analysis. In Zambia, several commercial banks have embraced Artificial Intelligence technologies; however, the implementation process presents significant challenges. This study aims to identify the key challenges affecting the integration of Artificial Intelligence technologies in commercial banks in Zambia, using Zambia National Commercial Bank Plc (Zanaco) as a case study. The research adopted a pragmatic approach and collected primary data from employees and management within the banking sector. Through analysis of empirical evidence and existing literature, the study identified major barriers to implementation, including limited digital infrastructure, high implementation costs, security concerns, and shortages of skilled personnel. The findings suggest that these constraints significantly hinder the effective adoption of Artificial Intelligence technologies. The study concludes that while Artificial Intelligence holds substantial potential for transforming banking operations, its successful implementation in emerging economies requires addressing infrastructural, financial, and human capital challenges. The findings provide important implications for policymakers, financial institutions, and other stakeholders in developing countries seeking to leverage Artificial Intelligence for improved banking performance.