Axis Bank strengthens ‘Safe Banking’ with AI-led fraud prevention and real-time customer controls
• ~40% reduction in fraud incidents across retail mobile banking, internet banking and shopping malls in FY26 vs FY25
• 4.5x increase in digital frauds prevented through AI-led monitoring and risk-based controls in FY26 vs FY25
• ~57,000 monthly interactions on Safety Centre, reflecting increasing customer awareness
• Customer-controlled security features placing security directly in users’ hands
• Real-time risk-based intervention enables suspicious transactions to be flagged or blocked before funds move
• 1,000+ branch-led financial literacy camps raising awareness of Safe Banking practices across West Bengal
• Over 3500+ mobile banking registrations enabled through Aadhaar-based face authentication have been recorded as of March 2026.
Kolkata, June 17, 2026 : Axis Bank, one of the largest private sector banks in India, today highlighted the strength of its pan-India ‘Safe Banking’ strategy at a media roundtable in Kolkata, outlining an integrated model that combines AI-led fraud intelligence, real-time customer controls and a strong branch-led ecosystem to help customers stay protected against evolving digital threats.
Senior leadership from Axis Bank , including Sameer Shetty, Group Head – Digital Business , Transformation & Strategic Programs; Reynold D’Souza, Group Head – Branch Banking, North & TASC Business; and Gaurav Gupta, Group Head – Financial Crime Intelligence , highlighted how Safe Banking is being embedded across digital platforms and assisted banking journeys, enabling customers to bank with greater confidence and control.
Safe Banking: Shifting from detection to prevention
In its efforts to make banking safer, Axis Bank has been closely monitoring shifts in the fraud landscape. The Bank noted that fraudsters are increasingly exploiting customer behaviour through psychological triggers such as urgency, trust and fear at the point of decision. Emerging fraud typologies include impersonation-led scams, fake investment platforms, malicious applications and QR code manipulation, reflecting the evolving sophistication of digital threats.
Building on this insight, Axis Bank’s Financial Crime Intelligence division is leveraging AI-driven early-warning systems to identify anomalies across transactions, login behaviour, devices and network patterns, enabling faster intervention and stronger fraud prevention.
This intelligence-led prevention architecture developed by the Bank enables:
• Early detection and action on suspicious transactions
• Behavioural pattern analysis to flag deviations in real time
• Network-level intelligence to uncover organised fraud rings
Together, these capabilities help identify and stop high-risk activity before funds move, shifting fraud management from post-incident detection to proactive prevention.
To complement these efforts, Axis Bank continues to drive customer awareness around emerging fraud risks and behavioural triggers —enabling customers to recognise suspicious patterns, pause before acting, and make informed decisions.
AI-Powered Fraud Prevention
Axis Bank has embedded AI across its fraud prevention system, enabling a shift from rule-based monitoring to predictive and adaptive risk management. AI-driven systems support real-time risk scoring, behavioural anomaly detection and fraud network identification, helping the Bank identify and respond to potential threats earlier.
Increasingly, fraud operates through organised networks, with mule accounts acting as intermediary layers that obscure fund trails and enable rapid movement of illicit funds across multiple accounts.
The Bank has also embedded multiple backend controls such as geolocation checks, velocity monitoring and identity validation to strengthen onboarding security and reduce fraud risks.
Key capabilities include:
• Dynamic risk-scoring of transactions to enable real-time authentication, step-up verification or blocking of high-risk activity.
• Network-level intelligence to detect organised fraud rings and mule account networks at scale.
This approach is further supported by ecosystem-wide collaboration across banks, telecom networks, and regulatory bodies, enabling earlier detection of fraud risks before they reach the customer.
Customer-Controlled Security
Alongside AI-led fraud prevention, Axis Bank has introduced a range of industry-first safety features designed to give customers greater visibility into potential risks. They also enable customers to take proactive steps to protect themselves, providing greater control and confidence while banking digitally.
• Mobile App Code : Enables secure, app-based authentication for logins and transactions, reducing exposure to OTP-based fraud risks.
• Face Authentication : Adds a biometric layer of verification, ensuring only authenticated users can access or authorize sensitive banking actions.
• Safety Centre: A centralised hub that enables instant protective actions, such as restricting transactions during suspicious activity, while also activating proactive controls (e.g., Quiet Hours) to stay ahead of potential fraud risks.
• Lock FD : Provides an additional safeguard by preventing unauthorised digital closure of fixed deposits, especially for customers relying on assisted banking channels.
• SMS Shield : Verifies the authenticity of SMS communications by validating sender IDs against official Axis Bank identifiers, helping detect spoofing and phishing attempts.
Safe Banking Anchored in a Strong Branch Ecosystem
While digital capabilities are strengthening fraud prevention, Axis Bank’s branch network continues to play an important role in Safe Banking by driving customer awareness, enabling assisted journeys and reinforcing customer trust.
Geographical Presence
Axis Bank has built a strong presence across Eastern India, including West Bengal and Kolkata. West Bengal remains a strategically important market with strong demand across retail, MSME and rural segments. Across the state, the Bank operates 441 branches and 1,181 ATMs and recyclers, covering urban, semi-urban and rural markets, with 328 branches in Tier-2 and Tier-3 locations.
Rural lending in the state continues to expand, with the rural loan book growing ~14% YoY as of FY26, driven by demand across agri and allied activities as well as small businesses.
Axis Bank has also seen strong digital adoption in the region, with ~ 80% digital registration in the West Bengal region as of March 2026, with 58% of customers being digitally active over the last 90 days. In March 2026, the Bank recorded 32,479 service requests across East 1 & Kolkata, of which 19,298 were fulfilled through digital channels, resulting in a digital penetration of ~59%.
Beyond retail and rural banking, the Bank is also scaling its MSME franchise through a cluster-led approach, focusing on hubs such as Kolkata–Howrah and emerging corridors like Haldia–Kharagpur. Sectors including leather & footwear, textiles and light engineering continue to drive growth, supported by deeper local engagement and improved access to credit.
As part of its expansion plans in the state, the Bank will add 46 new branches in FY27, with nearly 50% in semi-urban and rural locations.
Driving Safe Banking through Branch-led Engagement
Axis Bank follows a balanced “phygital” model, combining the convenience of digital banking with the trust and guidance of its branch network. While digital channels power seamless transactions, branches serve as trusted relationship hubs that help customers bank with confidence.
Through its branch network, the Bank is embedding Safe Banking practices into everyday customer behaviours by:
• Assisting first-time digital users with onboarding
• Providing real-time support during suspicious activity
• Offering trusted verification and customer guidance
These efforts are supported by the Bank’s proprietary ‘Siddhi’ platform, which equips frontline teams with real-time customer insights, alerts and contextual prompts to support safer transactions.
In addition, the Bank drives financial awareness through focused outreach initiatives. In FY26, Axis Bank conducted over 1,000 branch-led financial literacy camps across West Bengal, promoting secure banking practices, digital adoption and responsible financial behaviour.
Last-Mile Outreach & Assisted Banking Ecosystem
Beyond awareness, Axis Bank is making safe banking more accessible through an assisted banking ecosystem that combines last-mile connectivity with trusted customer support.
The network comprises 87 Bharat Banking branches, along with 12 BCBOs (Business Correspondent Banking Outlets) and ~1,850 CSC VLEs, enabling service delivery across remote and underserved locations.
This ecosystem supports:
• Doorstep banking for underserved and vulnerable segments
• Secure onboarding through assisted customer support
• Access to DBT and government schemes through trusted channels
Branch of the Future: Bridging Digital and Assisted Banking
As customer expectations evolve, the Bank is also reimagining the role of the branch, bringing together the trust of assisted banking with the convenience of digital servicing. Axis Bank’s ‘Branch of the Future’ (BoTF) initiative is transforming service by extending branch-level capabilities into secure digital journeys.
• 34 digital servicing journeys live across platforms
• ~10 lakh customer requests enabled every month
• ~75% of customers now prefer digital channels for routine servicing needs
While these digital journeys simplify routine servicing, branches continue to support customers through more complex and assisted interactions, ensuring the right balance of convenience, guidance and security.
Digital Scale & Adoption
Axis Bank’s Safe Banking focus is reflected in the strong adoption of its digital platforms, indicating growing customer confidence:
• Axis Mobile app continues to be among the highest-rated mobile banking apps, with a rating of 4.8 on both the Google Play store and Apple App store
• ~16+ million monthly active users
• ~₹8.2 trillion in mobile banking transaction value in Q4 FY26, up 19% YoY
Leadership Commentary
Sameer Shetty, Group Head – Digital Business, Transformation & Strategic Programs, Axis Bank , said, “Safe Banking today goes beyond securing systems—it is about anticipating risk and enabling more informed decision-making at the customer level. At Axis Bank, we are combining AI-led intelligence with customer-controlled tools to move from detection to prevention, while embedding resilience across every stage of the customer journey. As digital interactions continue to scale, our focus is on strengthening trust by ensuring customers are not only protected but also empowered to act with confidence in real time.”
Reynold D’Souza, Group Head – Branch Banking, North & TASC Business, Axis Bank , said, “West Bengal is a strategically important market for us, with strong demand across retail, MSME and rural segments. In a market of this scale and diversity, trust remains critical, and our strong branch network continues to serve as the centre of that trust. Our branches bring Safe Banking to life, guiding customers on secure digital adoption and supporting them when needed. Together with strong on-ground presence and technology-backed capabilities, we ensure customers feel confident and protected at every stage of their banking journey.”
Gaurav Gupta, Group Head – Financial Crime Intelligence, Axis Bank , said, “Financial crime is becoming increasingly organised and network-driven, requiring a shift from isolated transaction monitoring to a more intelligence-led approach. At Axis Bank, we are integrating behavioural insights, network analytics and real-time risk signals to identify threats earlier and intervene more effectively. This enables us to disrupt fraud ecosystems at scale, while strengthening trust and resilience across the digital banking landscape”
