AU Bank scales reach and customer service with Video Banking by VideoCX.io

AU Small Finance Bank adopted VideoCX.io’s video banking platform to expand geographic reach, reduce operational costs, and deliver seamless 24/7 digital banking services.

AU Small Finance Bank

At a glance

  • Industry: Banking
  • Location: India
  • Use Case: Video KYC, customer onboarding, 24/7 service, product cross-sell
  • Spokesperson: Ahmer Hussain, National Business Head

AU Bank

AU Small Finance Bank is one of India’s fastest-growing banks, known for innovation and customer-centricity. With limited physical presence as a relatively young institution, AU Bank turned to video banking to overcome geographic limitations, reduce operational costs, and deliver a digital-first customer experience.

Challenges

  • Limited physical presence – Reaching remote customers was difficult with few branches.
  • Traditional KYC processes – Time-consuming, in-person verification, restricted reach.
  • High operational costs – Expanding branches to new areas was costly and slow.

Solution by VideoCX.io

  • Seamless onboarding – Video KYC enabled remote account opening, eliminating the need for branch visits.
  • 24/7 customer service – Always-on platform increased accessibility and convenience.
  • Expanded service offering – Customers accessed account services and product cross-sell digitally.
  • Enhanced security – Advanced authentication and Aadhaar/PAN API integration reduced fraud risk.

Implementation

  • Platform launch (2021) –Video banking was integrated into the AU 0101 mobile app following RBI approval for Video KYC
  • End-to-end integration – Unified service experience for onboarding, servicing, and cross-sell.
  • Technology partnerships – Collaboration with VideoCX.io and Decimal ensured scalability and robustness.

Results & Impact

  • Enhanced reach – Expanded banking services to geographies without branch presence.
  • Higher productivity – CRMs handled more interactions per day vs. traditional branches.
  • Cost reduction – Lowered costs by reducing dependence on physical branches.
  • Improved customer experience – Customers enjoyed the convenience of banking from home.
  • Secure transactions – Strengthened compliance and fraud prevention with advanced security.

Testimonial

“Video Banking isn’t just about convenience; it’s about revolutionizing customer service
and expanding financial inclusion with the click of a button.”

— Ahmer Hussain, National Business Head

Explore how Video Banking can work for your institution

See how VideoCX.io helps banks and financial institutions scale onboarding, servicing, and customer engagement through secure video.

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