According to Anand, 85% of household current and savings accounts are now opened through tablets—out of which 50% are done using e KYC.

Initially, a core team from Work Fusion’s New York office along with some data scientists from Russia visited Axis Bank and stayed on for three-four months to help with the implementation process. Not all customer documents received by Axis Bank are digital.

Data entry and checking of about 50% of customer documents are done manually in the back office—a time-consuming, error-prone process.

“While a lot of conversations in digital are around mobile apps or the front end, we are focused on what goes on behind the scenes.

Unless you fix the back-end, it is like putting lipstick on a pig,” he added.

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For that, it did “a strategic tie-up” with Work Fusion Inc., a US-based provider of automation solutions.

“We looked at three key things from an RPA perspective: internal efficiency, customer satisfaction and risk containment,” he said.

“What we have done essentially is hidden the complexity of multiple software in the back-end and brought simplicity and ease-of-use at the front end,” he said.

Having “reimagined” its processes and put in place the necessary “digital infrastructure”, the next big step for Axis Bank, according to Anand, involved automating certain processes using robotic and AI tools.

Axis Bank, for instance, has provided 16,000 tablets to its customer officers in its branches.