Axis Bank, Hitachi Payment Services unveil AI-powered solutions for smarter banking and merchant payment experiences. All details here

The new solutions extend artificial intelligence across key customer and merchant touchpoints. While Express Banking: Digital Banking Point 2.0 enables customers to access banking services and receive assistance through natural-language interactions, the AI Soundbox allows merchants to ask payment-related questions through voice and receive real-time responses.

Together, the solutions bring conversational intelligence into everyday banking and payment experiences, making them more intuitive, accessible and connected.

Express Banking 2.0 Brings Conversational AI to Banking

Express Banking, India's first Digital Banking Point, was unveiled at the Global Fintech Fest 2025. The upgraded Digital Banking Point 2.0 introduces conversational AI into physical banking environments.

The earlier version has been deployed across high-footfall educational institutions and corporate campuses, including IIM Ahmedabad, Lovely Professional University, Chandigarh Group of Colleges, Capgemini and Sattva Knowledge City.

According to Axis Bank, these deployments have helped establish a scalable, 24x7 branch-lite banking model that brings essential banking services closer to customers at locations where they study and work.

The platform has catered to diverse customer segments, including students, salaried professionals and corporate employees, while reducing reliance on traditional branch formats for routine banking requirements.

With the latest version, customers can interact with an AI assistant using natural language and multilingual capabilities. The assistant can guide users through banking services and help them fill, validate and complete forms, reducing the need to navigate multiple screens and menus.

The solution also incorporates responsible AI principles and built-in safeguards designed to ensure that interactions remain secure, relevant and appropriate.

Available in both self-service and assisted modes, Express Banking: Digital Banking Point 2.0 supports services such as account opening, instant card issuance, fixed deposit booking, loan applications, utility bill payments, cheque deposits and passbook printing, among others.

The platform can also be customised according to branch layouts, service requirements and individual customer journeys.

The upgraded design integrates with Hitachi Payment Services' Android-based ecosystem, including Cash Recycling Machines (CRMs), enabling a more connected omnichannel banking experience.

AI Soundbox Turns Payment Device Into Merchant Assistant

The new AI Soundbox builds on the traditional payment notification device by turning it into a voice-enabled assistant for merchants.

Merchants can press a button and ask payment-related questions, receiving instant responses through voice. For instance, a merchant can ask, “What is my total sale value today?”

The service supports 12 Indian languages, making it more accessible to merchants across different regions.

The AI Soundbox also brings proactive intelligence to merchant operations by adapting to the environment at the merchant counter. It can optimise power and connectivity and identify and resolve certain operational disruptions automatically.

By keeping the device transaction-ready, the solution aims to reduce the risk of missed sales resulting from connectivity or device-related issues.

Axis Bank on AI-Powered Banking

Sanjeev Moghe, Group Head – Branch Banking, South, Axis Bank, said the bank is focused on using technology to make everyday banking simpler, smarter and more responsive.

“At Axis Bank, we are focused on using technology to make everyday banking simpler, smarter and more responsive to customer needs. Developed in collaboration with Hitachi Payment Services, Express Banking: Digital Banking Point 2.0 marks another step towards building more seamless and future-ready banking experiences,” Moghe said.

Vinit Bajaj, Group Head – Acquiring & Cards, Axis Bank, said the AI Soundbox is aimed at simplifying business operations and creating value for merchants.

“At Axis Bank, we are focused on building solutions that simplify business operations and create meaningful value for merchants. Our partnership with Hitachi Payment Services on the AI Soundbox brings together trusted payments infrastructure and intelligent, voice-led technology to help merchants access business insights, manage daily operations, and transact with greater confidence,” Bajaj said.

He added that the collaboration reflects the companies' focus on making innovation practical, accessible and impactful for businesses across India.

Hitachi Payment Services on Conversational AI

Sumil Vikamsey, MD and CEO – Cash Business, Hitachi Payment Services, said Digital Banking Point 2.0 brings conversational AI into branch banking environments, allowing customers to access services more easily.

“With Digital Banking Point 2.0, we are bringing conversational AI into the branch banking environment, enabling customers to access banking services with greater ease. Together with Axis Bank, our focus is on creating intelligent, accessible banking touchpoints that bring more services closer to customers while enabling banks to deliver a more connected experience,” Vikamsey said.

Anuj Khosla, CEO-Digital Business, Hitachi Payment Services, said the AI Soundbox moves merchant payments beyond simple transaction notifications by turning the device into an intelligent assistant.

“With the AI Soundbox, we are taking merchant payments beyond transactions, transforming the Soundbox into an intelligent assistant at the merchant counter. Together with Axis Bank, our focus is to make AI practical and purposeful — helping merchants spend less time managing technology and more time serving customers and growing their businesses,” Khosla said.