AI to power 50% of Axis Bank's customer care, HR operations

Axis Bank is moving toward an AI-led workforce, with AI expected to be embedded across 40-50% of operational journeys over the next 18 months. The bank is also targeting AI coverage for more than 50% of customer calls by FY27. As routine work gets automated, HR is expected to focus more on specialist skills, reskilling and redeployment.