MUMBAI, July 11: HDFC Bank has outlined an expanded technology and artificial intelligence strategy in its FY26 annual report, highlighting investments in digital infrastructure, employee reskilling and automated banking services as the lender works to build a more technology driven organisation.
Managing Director and CEO Sashidhar Jagdishan said the bank is using artificial intelligence across multiple functions to improve customer service, credit decisions and transaction processing. The lender has also been redeploying employees from back end functions affected by technology led efficiencies into customer facing positions.
The bank’s in house AI platform, Neev, provides a common foundation for developing and deploying artificial intelligence applications across the organisation. HDFC Bank said AI-based tools are helping employees respond to customer queries more quickly, while applications in retail lending are supporting credit assessment and productivity.
AI-assisted classification is also being used in trade operations to improve the speed and accuracy of transaction processing.
The lender has simultaneously upgraded its digital banking infrastructure. Its internally developed NetBanking and Mobile Banking platforms are designed to provide customers with more streamlined and secure services. HDFC Bank has also expanded digital products including SmartWealth, PayZapp and the Pixel credit card.
Employee training has become another major component of the transition. More than 50,000 employees underwent training through the bank’s GenAI Academy and related artificial intelligence programmes, while more than 2,100 employees received Microsoft Copilot training.
Overall, HDFC Bank reported more than 2.1 lakh employees participating in learning initiatives during FY26, with total training reaching over 1.36 crore learning hours.
The annual report also addressed governance concerns following the resignation of former part time chairman Atanu Chakraborty in March. Jagdishan described the episode as a challenging event but reaffirmed the bank’s commitment to corporate governance. External law firms were appointed to review concerns raised in the former chairman’s resignation letter.
HDFC Bank said its digital transformation is aimed not merely at reducing costs but at creating a more customer-focused operating model. The lender’s strategy indicates that AI, automation and employee redeployment are becoming central to the future structure of India’s banking industry.