HDFC Bank Ltd. is accelerating investments in artificial intelligence (AI), strengthening cybersecurity and enhancing digital service capabilities as it seeks to combat cyber fraud and improve customer experience.
Cyber fraud and dispute resolution remain the two key areas of concern for the bank. The bank is investing in AI, improving customer communication and equipping frontline employees with better tools and knowledge to speed up dispute resolution.
“We are confident that we will show a marked improvement in this area going forward,” said MD & CEO Sashidhar Jagdishan in his letter to shareholders.
Digital transformation
The bank has developed several digital service journeys that customers are increasingly adopting, resulting in significantly lower turnaround times through straight-through processing capabilities.
HDFC Bank has also deployed GenAI-based agentic bots to improve customer service.
AI tools roll out
Following encouraging results from initial use cases, the bank has begun rolling out agentic AI tools for frontline employees, enabling them to access the latest information and respond to customer queries more efficiently.
Jagdishan said technology is increasingly becoming central to how the bank operates, with intelligence being embedded directly into systems, workflows and decision-making rather than being treated as a standalone capability.
Cybersecurity focus
The bank has continued to strengthen its cybersecurity framework as digital threats become more sophisticated and unpredictable.
It has introduced AI-assisted capabilities into its security operations in a phased manner to improve the speed, context and accuracy of threat monitoring. These initiatives have enhanced the bank’s ability to detect unusual activities early and respond more effectively.
Modernising Cybersecurity centre
The modernisation of its Cybersecurity Operations Centre (CSOC), coupled with advanced analytics, has improved visibility into targeted attacks, credential misuse and emerging malware threats. These capabilities complement the bank’s multi-layered security architecture covering networks, applications, identities, endpoints and data.
Building resilience
Jagdishan said cybercrime increasingly extends beyond the bank’s technology infrastructure, with social engineering attacks, digital impersonation and AI-generated content emerging as major threats.
To address these risks, HDFC Bank continues to run its “Vigil Aunty” campaign to promote safe digital practices among customers.
Cyberattack simulation
Internally, it has strengthened preparedness through cyberattack simulation exercises, crisis management drills, capability-building programmes and AI-based training tools to help employees identify evolving threat patterns.
The bank remains focused on building a faster, more resilient organisation capable of serving customers at scale while leveraging responsible innovation to capitalise on the emerging AI-first era, he said.