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

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

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 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

  • Seamless onboarding – Video KYC enabled remote account opening, removing 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) – Integrated into the AU 0101 mobile app after RBI approval for Video KYC.
  • End-to-end integration – Unified service experience for onboarding, servicing, and cross-sell.
  • Technology partnerships – Collaboration with VideoCx 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
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