The purpose of this study is to examine how Natural Language Processing (NLP) impacts firm performance in Ghana’s telecom sector, focusing on the mediating role of employee performance. This study used a cross-sectional survey design with a sample of 500 employees and managers from telecoms firms in Ghana. The respondents were selected through stratified sampling from personnel in the finance, marketing and operations departments. The study found that NLP enhances employee productivity by enhancing workflows, decision-making, and communication. Enhancements improve financial, marketing, and operational performance. NLP improves employee performance, emphasizing the need for human-centred workplace technology, according to mediation analysis. For successful implementation, organizations need advanced NLP tools, training, and support. Companies must align NLP initiatives with strategic goals and train employees to maximize technology return on investment.