ICICI BANK LTD

Technology organization

Dedicated technology teams are responsible for the implementation and support of technology platforms and solutions used across various business functions. There are specific technology verticals which are focused on specialized technology functions such as core, data, workflows, intelligence, customer engagement, employee engagement and federation. The technology infrastructure team is responsible for facilitating the technology infrastructure across data centers, networks and cloud infrastructure. The Technology Management Group is a team which is responsible for the technology strategy of the Bank including implementation of enterprise architecture. Our startup engagement and investment team seeks to leverage innovation in the startup and technology ecosystem.

In fiscal 2026, we continued to invest in key technology solutions that enhance our business and operational capabilities. Our technology priorities are driven by our objective of improving customer digital experiences across multiple touchpoints, including by revamping our internet-facing and mobile interfaces. We are focused on platform integration to enable seamless onboarding and faster processing, along with the in-housing of applications to strengthen monitoring and security controls. We are consistently upgrading and strengthening our technology infrastructure with a goal to maintain a secure, stable and resilient infrastructure and improve operational efficiency. Business process optimization is occurring through adoption of intelligent automation platforms including robotic processes and Optical Character Recognition capabilities, which has enabled efficiency across business and operational functions. These have brought about faster turnaround time as well as enabling increased capacity for handling transaction volumes and customer requirements. As part of our technology strategy, we focus on creating an enterprise architecture framework across digital platforms, data and analytics, micro services-based architecture, cloud computing, AI and other emerging technologies. This is based on the founding pillars of scalability, resilience and security, and creating delightful and digitally native customer experiences to enable sustainable profitable growth. The key priorities that dominate our technology requirements include our technology platforms, embedded banking, cloud adoption and data platforms and analytics.

We have a dedicated Data Science and Analytics Group that works across business areas on projects relating to business analytics, decision strategies, forecasting models, machine learning, rule engines and performance monitoring. We maintain a comprehensive enterprise-wide data warehouse and employ statistical and modelling tools for leading-edge analytics.

In driving an innovation and start-up mindset, we have set up an Innovation Centre to collaborate with and invest in fintech startups and co-develop products aligned with the Bank’s digital roadmap. The engagements with the startups are focused on payments, digital lending, customer experience, risk management and platforms.

Digital platforms and journeys for retail customers

Our retail internet banking platform and our mobile banking application, iMobile, are designed to meet the overall needs of our customers. We are redesigning our digital interfaces across internet banking platforms, website and mobile applications to deliver simple, intuitive and visually consistent journeys.

The revamped iMobile and retail internet banking platforms, focus on simplifying digital journeys across key banking services such as accounts, deposits, loans, cards and payments. In addition, our public websites across geographies have been redesigned to deliver a consistent user experience aligned with the ‘One Bank, One Experience’ approach. The introduction of the‘bank.in’domain (on the Bank’s India website) strengthens digital security by providing a verified banking identity. We have introduced a ‘mandate management’ feature on our mobile application. This functionality allows customers to manage payment mandates across Unified Payments Interface (“UPI”), cards, and bank accounts through a single dashboard, with seamless options to create, pause, modify, and delete mandates. Security feature of the iMobile app, such as SmartLock allows its customers to temporarily block/unblock various banking channels such as UPI, internet banking, iMobile app and debit/credit cards, all with a single click enhancing security. ICICI Bank’s mobile app strategy aims to deliver a convenient, secure and personalized banking experience.

iLens, ICICI Bank’s lending solution, is an integrated loan processing platform for retail loans. It is an end-to-end digital lending platform covering the entire loan life cycle, starting from onboarding to disbursement with the objective of providing seamless transaction experience and enhanced operational

efficiency. During fiscal 2026, auto loans and farm equipment financing were also added on the iLens platform in addition to mortgage loans, personal loans, education loans and credit cards. By consolidating multiple retail lending products onto a single platform, iLens enables the Bank to deliver a simplified, consistent and scalable lending experience across the Customer 360-degree ecosystem.

Digital payments and partnerships

We have continued to strengthen our efforts in creating a seamless digital journey with user-friendly experiences. Partnerships with technology companies and platforms with large customer bases and operational excellence offer unique opportunities for growth and enhancing service delivery and customer experience.

FASTag is an electronic toll collection system in India operated by the National Highways Authority of India through prepaid radio frequency identification tags. We are one of the leading banks in electronic toll collection on highways through FASTag. We have not only pioneered the usage of FASTag for toll payments at various national and state highways but also expanded the usage of FASTag for parking payments at airports, malls, and tech parks across the country.

We have partnerships with various leading companies to offer co-branded credit cards. The traction in credit card is being driven by effective portfolio management, facilitated by digital customer onboarding processes.

Digital platforms and solutions for rural customers

We use imagery from observation satellites to measure an array of parameters related to the land, irrigation and crop patterns which is used in combination with demographic and financial parameters to make expeditious lending decisions for farmers. This has helped in reducing the time for credit assessment.

Technology in debt service management

Our debt servicing practice has been built on the core of leveraging technology and advanced data analytics that enables us to reach customer using non-intrusive channels at an optimal cost. We cover over 35% of our early defaults through risk-based models using contactless channels i.e. interactive voice bot, smart interactive voice response (IVR) calls, WhatsApp and short messaging service (SMS) campaigns in more than 14 languages. We have been using various digital payment solution that help collect over 85% of payments digitally. For our rural portfolio, we use satellite-based images and data algorithms to monitor crop health progress and accordingly align our efforts and resources, which help enhance our collection efficiencies.

Digital platforms and journeys for business banking customers, merchant ecosystem and ecommerce ecosystem

Our digital platform, InstaBIZ, is a one-stop solution for all business banking needs. The application enables customers to access banking and related services through a single interface, including payments, collections, trade transactions, current account services, merchant collections, business lending solutions and trade finance services. The application supports digital banking services for MSMEs, entrepreneurs and other business customers, and includes functionalities designed to support business banking and transaction management requirements. The SmartLock feature allows the customers to temporarily block/unblock various banking channels such as UPI, internet banking, iMobile app and debit/credit cards, all with a single click enhancing security.

DigiEase is a digital onboarding platform for business banking customers to provide a seamless onboarding experience. The platform leverages integration with various public data infrastructure under single workflow for seamless retrieval and validation of data digitally, ensuring data reliability and operational efficiency with reduced turnaround time. The platform aims to provide complete visibility across every stage of the customer journey, beginning with onboarding, continuing through sanctioning and disbursement and extending into portfolio monitoring. During fiscal 2026, the Bank introduced enhancements to strengthen the platform’s usability and operational oversight, including the launch of the DigiEase mobile flow to improve accessibility for sourcing channels, guidance notes across tabs to support smoother case initiation and a supervisory dashboard for efficient proposal tracking.

Trade Online platform is a comprehensive digital platform that enables customers to undertake most of their trade finance and foreign exchange transactions online and manage regulatory compliance digitally. The platform facilitates wide range of services such as regularization of bill of entry and export bills, accessing letters of credit and bank guarantees including fixed deposits backed, export credit facility, and facilitating import and export bill collections digitally. We have enhanced its Trade API suite with additional security features to support our growing trade ecosystem. By integrating directly with clients’ enterprise resource planning (“ERP”) systems, the Trade API suite enables automated transaction initiation and reconciliation, elimination of manual intervention, and significant reduction in processing time, thereby offering clients a faster, secure, and seamless experience.

Our strategy in the merchant ecosystem space focuses on onboarding merchants with known and assessable credit worthiness through our comprehensive acquiring platforms including Point of Sale (“POS”), UPI, payment gateway and payout solutions. To support this strategy, the Bank has made strategic investments in building in-house merchant acquiring platform. This platform empowers retailers, online businesses and large e-commerce firms with omni-channel collection and payment capabilities, seamlessly integrated with the Bank. The platform also enables the Bank to integrate the latest available payment devices, ensuring merchants have access to technology for enhanced transaction experiences. We are continuously enhancing our merchant product suite in a fast-evolving competitive landscape to meet the dynamic needs of our customers. Additionally, merchants benefit from connected banking services, which enable instant reconciliation by seamlessly integrated banking with their accounting systems.

The e-commerce ecosystem lends opportunities for us to offer digital solutions to customers and merchants selling their goods through e-commerce websites. Our ‘Cardless Equated Monthly Instalment’ facility enables our pre-approved customers to convert their transactions into equated monthly installments at the check-out section of the e-commerce website or mobile application. Some key solutions offered to e-commerce entities and their sellers include an overdraft facility, composite pay APIs enabling payments through various channels, foreign currency fixed deposit, working capital and easy payment solutions. For customers utilizing e-commerce platforms, we offer solutions such as digital wallets, prepaid cards and co-branded credit cards.

Digital platforms and solutions for corporate and institutional customers and their ecosystems

We offer comprehensive solutions to corporates in over 20 key industries and their ecosystems, like channel partners, dealers, vendors, employees and other stakeholders, thus bringing the full range of banking services to the customer. Platforms offered to corporate customers include corporate internet banking, escrow management, Trade Online and FX Online, and other platforms. To digitize trade transactions, the Bank has strengthened its trade API suite which leverages advanced multithreading technology and offers customers a faster, secure and seamless experience. Our focus is to develop

simplified digital solutions across the value chain that enhance customer journey, ensure regulatory compliance, improve operational efficiency and transparency, and reduce overall time taken.

The Digi-Escrow platform modernizes traditional escrow services by offering a seamless digital experience. The Bank is also enhancing journeys on cash management and trade digital platforms.

The Bank is offering solutions to meet the growing requirements of corporates for scalable and efficient supply chain finance solutions through its comprehensive suite of digital platforms. Our platforms such as OneSCF, FSCM, CorpConnect and DigitalLite deliver comprehensive digital solutions for onboarding supply chain partners, enable dealer/vendor financing in seamless manner, providing end-to-end visibility from payments to collections, automated data reconciliation and real-time dashboards in a secure and paperless transaction environment. These solutions also streamline credit assessments using smart engines that incorporate GST data, bureau checks and AI-driven algorithms.

Our treasury-trading infrastructure has an internet protocol telephony-based architecture. We have enhanced our existing process of automation in the treasury business, thus reducing trading risks and enhancing market competitiveness. The iTreasury feature on our corporate internet banking platforms offers a unified, intuitive, one-view dashboard to corporates to meet their treasury requirements.

Technology in customer relationship management

iCRM is a comprehensive cross-functional unified customer relationship management platform across internal stakeholders such as business centers, product teams and service centers. The platform connects ICICI Bank employees to data and key customer information across the Bank. Designed for both web and mobile platforms, it presents a holistic view of customer engagement history in a consolidated manner, enabling teams to better understand customer needs and preferences and offer suitable banking solutions.

Data Center and Disaster Recovery System

We have two captive data centers designed to optimize energy efficiency and support high server densities. In addition, we maintain a nearby co-located facility in the same area, which acts as a near-site recovery point for critical systems. We also have a separate disaster recovery data center. Furthermore, we are enhancing our overall capacity through new data centers, hosted at co-location facilities.

Additionally, our IT infrastructure is hosted on public cloud platforms and supports critical aspects of our business, including data storage, computing capacity, and software delivery. These systems are monitored around the clock to detect anomalies and ensure prompt incident response. Disaster recovery drills, including failover and failback exercises, are conducted at regular intervals to ascertain the readiness of our systems and validate recovery time and point objectives. We have developed business continuity plans that support the continued operation of critical business functions during a disaster. These plans are aligned with the guidelines issued by the Reserve Bank of India and have been approved by our Board. These plans are tested periodically to ensure effectiveness.

Artificial Intelligence

We expanded the use of AI and generative AI to enhance customer communication, improve efficiency and support decision-making across business and operational functions. We continue to invest in AI use cases across areas such as portfolio monitoring, customer onboarding, fraud detection, document extraction and summarization, content generation and customer servicing, among others. These capabilities empower us to gain data insights, improve productivity, achieve faster turnaround time and deliver seamless banking experiences. The Bank has established a structured and disciplined approach to

scale AI, with a focus on long-term value creation, risk management and enterprise-wide adoption. The Bank has invested in an enterprise AI platform, which serves as a secure environment for the development, hosting and deployment of AI and generative AI use cases. This architecture enables effective oversight over data, models and technology infrastructure, while facilitating controlled experimentation and scalable deployment of approved use cases.

Our approach places emphasis on information security, data privacy and responsible AI governance. We have implemented a comprehensive framework of guardrails, including defining ringfenced areas for AI usage, human-in-the-loop oversight, stringent data access controls and effective model governance protocols.