Indian banks embrace AI but limit use to low-risk functions

According to Zeta's 2026 CXO Survey, AI has moved from pilot projects to routine operations in Indian banking. Seven out of ten chief data officers say AI tools are actively employed, but merely 30 % have achieved broad, scaled implementation. The technology is largely confined to tasks that are low-risk and can be reviewed, such as handling customer inquiries, detecting fraud, processing documents and ensuring software quality.

When it comes to fully automated operational processes or decisions with significant consequences, banks remain hesitant. The survey covered 40 C-suite leaders across 18 major banks and non-banking financial companies, highlighting a cautious approach despite growing interest.