HDFC Bank IR26 - Integrated Annual Report 2025-26

Sep 18, 2026

Integrated Annual Report 2025-26 outlines how HDFC Bank harnesses Artificial Intelligence to reshape banking journeys and operations. It describes AI-enabled customer engagement for faster, more consistent query handling; automated card processing and near real-time workflows; and AI applications in retail assets covering credit decisioning, document processing, lead nurturing via voice bots, and grievance management through intent understanding and auto-classification. It also highlights platform upgrades in netbanking and mobile banking plus enterprise AI platform Neev, strengthening scale, resilience, and future readiness.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages629

Reading Time26 h 25 min

AccessFree to download

Harnessing AI in Banking

Embedding AI Across the Bank

Customer Queries and Requests

Credit STP for Cards

Retail Assets and Credit

Trade Process Reengineering

Integrated Annual Report 2025-26 Harnessing AI in Banking Harnessing AI in Banking Artificial Intelligence (AI) is shaping the banking sector globally. Customers increasingly expect banks to anticipate their needs and provide a unified, omnichannel experience across all digital and physical touchpoints. By leveraging advanced technologies in a structured manner, banks can meet these needs through intuitive tools, highly personalised product suggestions, smart financial advice, and quick problem resolution. At HDFC Bank, we are building the capabilities to participate meaningfully in this evolution. Over the past year, we have used a more structured and scalable approach to enhance key customer and operational journeys across the Bank. This includes improving customer engagement through real-time interactions, streamlining card processing and trade operations with automated workflows, strengthening risk oversight through intelligent monitoring, and empowering employees by automating routine tasks. This progress is driven by Neev, our in-house enterprise AI platform that provides a unified, secure foundation of model access, governance and workflow integration. Alongside these advancements, we continue to strengthen our core digital platforms and delivery capabilities. We have upgraded our NetBanking platform, while the Mobile Banking app, developed in-house, keeps getting better with continuous improvements, offering customers a more secure, streamlined, and user-focused digital experience. We have also expanded our digital presence and capabilities across key segments such as wealth, payments, cards and corporate banking. The Factory Construct, with centres across Bengaluru, Mumbai, Gurugram and Guwahati continues to strengthen HDFC Bank’s ability to deliver at scale and to build a strong futureready talent pipeline. As we scale these next-gen capabilities across the Bank, we have the opportunity to elevate how our systems learn, how our workflows adapt and how our teams operate. This marks the beginning of a new chapter, one where integration deepens, reuse multiplies and every capability buildson the strength of what already exists. The foundations laid over the last few years position us to create capabilities that not only scale, but also strengthen the Bank’s resilience, agility and readiness for the decade ahead. EMBEDDING AI ACROSS THE BANK CUSTOMER QUERIES AND REQUESTS The Bank has made significant progress in transforming customer engagement through Artificial Intelligence (AI) . AI-powered solutions are enabling employees handle customer queries and service requests more efficiently, delivering faster and more consistent responses. These initiatives are designed to deliver high accuracy and faster resolution, with strong progress already demonstrated. Deployments across credit cards and transaction-related queries have achieved high accuracy while significantly reducing manual effort and response times. This is enabling a more consistent and reliable service experience at scale. Over time, these abilities have the potential to evolve into a unified enterprise-wide search and servicing capability, unlocking greater productivity and efficiency across the Bank. CREDIT STP FOR CARDS Automation and digital workflows are being used to simplify and accelerate credit card processing. The focus has been on increasing the proportion of applications processed end-to-end without manual intervention, while significantly reducing turnaround times. Early outcomes show meaningful progress, with higher levels of automation and a sharp reduction in processing time—from several hours to near real-time in certain use cases. These improvements are driving efficiency gains while enhancing customer experience. This creates a strong opportunity to transform credit card acquisition and credit processing into a faster, more seamless and scalable experience. RETAIL ASSETS AND CREDIT In Retail Assets, Artif

FAQs

How does HDFC Bank use AI for customer queries and service requests?

AI-powered solutions help employees handle customer queries and requests more efficiently, delivering faster and more consistent responses. Deployments reduce manual effort and response times while maintaining high accuracy.

What improvements are reported for credit card processing using AI and automation?

Automation and digital workflows increase the share of applications processed end-to-end without manual intervention, reducing turnaround times. Early results show processing time moving from several hours to near real-time in some use cases.

Which AI-driven initiatives are applied in Retail Assets?

The report highlights a Business Rule Engine for real-time credit decisioning, AI document processing for faster and more accurate disbursal, voice-bot lead nurturing for improved digital conversions, Project CQR for grievance management via intent understanding, and advanced customer analytics for personalization and lead prioritization.

Sep 18, 2026

Uploaded by Bill Black