Kyndryl and Suryoday Small Finance Bank expand their partnership to integrate agentic artificial intelligence into daily operations, aiming to enhance customer service, increase automation, and boost operational efficiency across the Indian lender’s network.
Kyndryl and Suryoday Small Finance Bank have expanded their existing technology ties with a new collaboration aimed at bringing agentic artificial intelligence into the lender’s day-to-day operations. The companies said the move is intended to improve customer service, lift productivity and strengthen compliance across the Indian bank’s digital and branch network.
Under the arrangement, Kyndryl will set up an Agentic AI Centre of Excellence for Suryoday, giving the bank a dedicated team to identify where the technology can be deployed, scale workable use cases and modernise internal processes. The initiative is designed to speed up service delivery across both physical and digital channels, while helping the bank embed more automation into routine banking tasks.
The bank plans to use Kyndryl’s Agentic AI Framework to cut response times in customer service and support staff with tools that can digitise and validate account-opening forms more quickly. It is also looking at voice-enabled assistance for mobile banking, alongside applications in areas such as legal enforcement requests, suspicious transaction checks and the underwriting of micro, small and medium enterprise loans.
According to Suryoday Small Finance Bank chief executive Baskar Babu R, the partnership is meant to weave intelligence into key customer journeys and operational workflows so the bank can accelerate onboarding and allow employees to focus on more valuable work. Kyndryl India vice-president Hussain Zaidi said the collaboration shows how smaller lenders can use AI responsibly while still aiming for measurable business results.
The latest move builds on a wider transformation programme that Suryoday has been pursuing with Kyndryl for several years. In 2022, the companies said Kyndryl would help drive the bank’s technology overhaul, including a new core banking system linked to digital channels, while also providing hybrid cloud, data analytics, security and resiliency support. That earlier effort came after Suryoday implemented the Finacle core banking platform from Infosys, a step intended to improve operations and widen access to round-the-clock banking services.
The new AI push also comes as Suryoday has been adding other digital tools to its banking stack. Financial Express reported that the lender recently partnered with HyperVerge on video-based customer verification, a system aimed at improving digital onboarding and compliance while increasing the number of approved verification calls processed each day. Together, the initiatives suggest the bank is trying to build a more automated operating model at a time when Indian lenders are under pressure to improve efficiency without weakening controls.
Disclaimer: This article is intended to inform and educate, not to recommend or endorse any financial product, investment or strategy. Please consider your own financial circumstances and seek professional advice where appropriate before making financial decisions.
