RBL Bank recently tapped Accenture that brought in improved analytics, SOPs and tools, enabling process outcomes and turnarounds improvements. It is introducing agile work practices, implementing DevOps toolchain to shorten time-to-live for change requests. The bank is transitioning to a fully flexible, cloudlike backbone using HCI. AI/ML, analytics, customer model identifies upsell/cross-sell needs. WhatsApp Banking, chatbots also helped in customer service.