A leading Indian public-sector bank turning everyday customer signals — salary credits, balance movements, dormancy — into compliant, real-time next-best actions across mobile and branch.
Bank of India is one of India's largest public-sector banks, serving a vast retail base across metro, semi-urban and rural branches alongside the BOI Mobile / omni-neo digital channel. Customer engagement spanned a high-volume, multi-segment base under strict RBI governance.
Engagement ran on batch campaigns and calendar schedules. High-intent moments — a salary credit, a balance threshold, an idle account — passed before any action was taken, and cross-sell of cards, deposits and loans depended on slow, manual segmentation.
Sense unified core-banking events, app behaviour and branch signals into a live customer state. Decide scored eligibility and propensity at the salary-credit and balance events to select the next best action. Allyvate AI personalised the message and channel; Inform enforced RBI-aligned consent and a full audit trail — data staying within the bank's perimeter.
Real-time next-best-action at salary credit lifted cross-sell acceptance ~3×; digital engagement rose ~28%; account dormancy fell ~24% through timely reactivation journeys. Every decision logged and explainable, in-country and RBI-aligned.
Illustrative figures, shown for structure. Replace with Bank of India's verified, internally-approved metrics before external publication.