Axis Bank drives mass adoption of
Video KYC with VideoCX.io

Axis Bank leveraged VideoCX.io’s scalable cloud and AI-powered support to complete millions of Video KYCs,
reduce onboarding costs, and enhance customer experiences.

Axis Bank

At a glance

  • Industry: Banking
  • Location: India
  • Journeys live: Video KYC, Video Banking, Digital Onboarding
  • Spokesperson: Sameer Shetty, President & Head – Digital Business & Transformation

Axis Bank

Axis Bank, established in 1993, is one of India’s leading private sector banks. It offers a wide portfolio of retail, corporate, and wealth management services through branches, ATMs, and digital channels. Known for its innovative approach, Axis Bank has been a pioneer in adopting digital-first solutions to serve both urban and rural customers.

Challenges

  • Digital onboarding complexity – Customers faced issues with video KYC due to poor networks, incompatible browsers, or outdated devices.
  • Customer experience optimisation – Needed a seamless, end-to-end digital journey to reduce branch reliance.
  • Building for scale – Manual processes led to high onboarding costs and longer account opening times.

Solution by VideoCX.io

  • Cloud-based scalability – VideoCX.io enabled Axis Bank to manage high volumes of video KYC calls, even during peak periods.
  • AI-powered support – Tools proactively detected network and device issues, optimising the environment before calls began.
  • Cost efficiency – Video KYC and video banking reduced onboarding costs by 40–60%, while speeding up account creation.

Implementation

  • Adopted VideoCX.io’s secure, cloud-based platform for digital onboarding.
  • Integrated AI tools to support both customers and staff during KYC sessions.
  • Rolled out video banking to enable real-time interactions with relationship managers for servicing and transactions.

Results & Impact

  • Mass adoption of Video KYC – Since 2020, Axis Bank has processed 5 lakh+ video KYCs monthly, becoming one of India’s largest users.
  • Customer-centric video banking – Customers could interact directly with relationship managers via video, completing transactions instantly.
  • Improved operational efficiency – Boosted frontline staff productivity and enabled a fully digital, cost-effective onboarding journey.

Testimonial

“VideoCX.io has truly transformed how we connect with customers, delivering personalized, face-to-face experiences at scale.”
— Sameer Shetty, President & Head – Digital Business & Transformation

Explore how Video KYC and Video Banking can work for your institution

See how VideoCX.io helps banks and financial institutions scale digital onboarding, customer service, and secure video interactions at enterprise scale.
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Explore more VideoCX.io’s case studies:

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