Case Study: HDFC Bank achieves seamless real-time omnichannel engagement and higher conversions with Session AI

HDFC rolls out contextual and real time omni channel interactions

HDFC Bank, India’s largest banking and financial services company, faced rising customer expectations for fast, personalized experiences across mobile, web, email and SMS and needed to preserve context as customers moved between channels. To deliver real-time, contextual omnichannel notifications and reduce redundant messages and costs, HDFC Bank partnered with Session AI to deploy an AI-powered predictive customer engagement / real-time omnichannel orchestration platform.

Session AI integrated its platform and SDKs across HDFC’s mobile app, internet banking and campaign tools, implementing channel-aware abandoned-transaction reminders and channel-aware promotional offers that sequence communications (email → push → SMS) while preserving customer context. The deployment enabled 5.4 million integrated notifications to date, improved campaign conversion and reach, and produced an estimated first-year mobile-channel cost saving of ₹3.0 Crores (~$410,000); Session AI’s solution also eliminated redundant notifications and set the bank up for further ML-driven personalization.

HDFC Bank

Nitin Chugh

Country Head - Digital Banking