Moneycontrol Exclusive: SBI Chairman CS Setty on YONO 2.0, Customer Service and Much More
In an exclusive interview with Moneycontrol, SBI Chairman Challa Srinivasalu Setty shared key insights into the bank’s much-anticipated digital platform upgrade—YONO 2.0. Originally delayed by nearly a year, YONO 2.0 is now expected to go live by June or July 2025. The revamped platform aims to revolutionize the customer experience by integrating cutting-edge technology and delivering a seamless omnichannel banking journey.
Hyper-Personalisation and Omnichannel Experience
Setty emphasized that YONO 2.0 will moves beyond just mobile banking to deliver a uniform user journey across channels — whether it’s the mobile app, internet banking, or physical branches. The platform incorporates gamification, AI-driven hyper-personalization, and customer-centric features designed to proactively meet individual financial needs.
Enhanced Customer Value-Added Services
“Customer education is a key focus,” Setty said, highlighting plans for the app to provide insights on how users’ financial actions impact their credit score. Additionally, customer protection mechanisms will be built into the platform to enhance trust and security.
Seamless Integration Across SBI Ecosystem
YONO 2.0 will unify diverse SBI services including savings accounts, investment products, insurance, and loans into a single interface. This integration allows customers to manage their complete banking experience effortlessly in one app.
Bridging Digital and Physical Banking
The platform intends to bridge digital and conventional banking channels by enabling customers to start transactions on one device, such as a mobile phone, and continue them seamlessly on desktop or at branches. Setty calls this a “true omnichannel” experience improving convenience and accessibility.
Leveraging AI and CRM Technologies
Building on recent progress where SBI digitized over 84% of its transactions, YONO 2.0 will incorporate layers of customer relationship management (CRM) and artificial intelligence (AI) to deliver smarter, real-time services. This allows SBI to present customized offers and predictive solutions ahead of customer demand.
Future Outlook
SBI is also exploring multilingual support, biometric logins, and expanding paperless onboarding, including video KYC for sole proprietorships. The bank’s marketing technology platform will use AI to send behavior-based communication across SMS, WhatsApp, and email by October 2025.
Overall, YONO 2.0 represents SBI’s commitment to innovation and customer-centric digital banking, aiming to consolidate its position as a leader in India’s evolving fintech landscape.
Frequently Asked Questions
When is YONO 2.0 expected to launch?
YONO 2.0 is slated for launch around June or July 2025 after a nearly one-year delay.
What key features will YONO 2.0 include?
Key features include hyper-personalisation, omnichannel experience, gamification, AI-driven customer engagement, customer protection, seamless integration of SBI services, and enhanced digital onboarding.
How will YONO 2.0 enhance customer service?
By offering a uniform experience across platforms and proactively educating customers while integrating CRM and AI to deliver timely, customized services.
Will YONO 2.0 support multiple languages and biometric logins?
Yes, the platform will feature multilingual support and biometric authentication for improved accessibility and security.
How does YONO 2.0 bridge digital and branch banking?
It ensures customers can start transactions on one channel — mobile, desktop, or branch — and continue seamlessly on another, providing consistent experience across touchpoints.
Published on: July 22, 2025
Published by: PAVAN
www.vizzve.com || www.vizzveservices.com
Follow us on social media: Facebook || Linkedin || Instagram
🛡 Powered by Vizzve Financial
RBI-Registered Loan Partner | 10 Lakh+ Customers | ₹600 Cr+ Disbursed