Global Fintech Fest | AU Small Finance Bank Deputy CIO on AI, Communication and Disruption

Nilesh Sangoi, Deputy Chief Information Officer at AU Small Finance Bank, spent ten years building Star TV's technology platform in India. He then joined the founding team at Meru Cabs, where he built a real-time cab booking system in 2007, and moved into banking in 2019 at Fincare Small Finance Bank, which later merged with AU. In this episode of Intelligent Conversations with Fyno, Nilesh speaks with Aniketh Jain, Co-founder & CEO of Fyno, about building technology for businesses that had never run on it, from media and mobility to banking. They cover how bank communication has moved from applications wired to SMS gateways to a central platform, why some customer messages are mandatory and what a late transaction alert costs, and how UPI's growth shows up in the volume of SMS and email a bank sends. They also discuss where AI is moving past proof of concept at AU, from collections to a field force of more than 40,000 people, and how he would decide between consolidating platforms and choosing the best in each category. Nilesh also shares why Meru put a 1 lakh rupee touchscreen in a 5 lakh rupee car, and why he believes disruption in banking comes from outside the industry. Chapters 0:00 Introduction 0:41 Technology as the common thread 1:28 Building Star TV's technology platform 2:51 Calling a cab to your doorstep in 2007 5:05 A 1 lakh rupee device in a 5 lakh rupee car 6:19 Moving into banking 6:44 Leading digital transformation at AU 8:39 Will every channel come together? 10:11 The cost and regulation behind every message 11:03 Why customers would rather read a message 12:17 Building for UPI-scale volumes 13:31 What the regulator asks for 14:29 Where AI fits in a bank today 15:44 Making work simpler for a 40,000-strong field force 16:40 Consolidation or best of breed? 18:10 Advice for bankers 19:05 Why disruption comes from outside Fyno is the intelligent communications hub for financial services. Every message, campaign, conversation and document runs through one platform. 🔗 fyno.io