Reserve Bank of India (RBI) Governor Shaktikanta Das said the heightened cybersecurity risks posed by the integration of artificial intelligence (AI) into financial systems during his address at the Annual Conference of RBI Ombudsman. He urged financial institutions to prioritise the safeguarding of customer data amidst the evolving landscape of technological advancements.
Das said the pivotal role of regulated entities in managing vast repositories of sensitive data pertaining to financial transactions and customer interactions. He underscored the potential for enhancing customer service through rigorous data analysis, advocating for the proactive utilisation of data analytics to anticipate and address customer needs effectively.
Acknowledging the escalating threat of fraudulent activities, particularly in the realm of digital transactions, Das stressed the importance of bolstering monitoring mechanisms and leveraging technology to pre-emptively identify and mitigate potential risks. He emphasised the imperative of conducting thorough root cause analyses of consumer grievances to forestall their recurrence, particularly in light of the escalating cybersecurity challenges posed by AI.
The governor underscored the criticality of fortifying cybersecurity measures to mitigate risks such as identity theft and unauthorised access to personal information, which could undermine consumer trust in financial institutions. He called upon these institutions to devote significant resources to identifying and rectifying vulnerabilities promptly, thereby ensuring the robust protection of customer information.
Das also highlighted the importance of efficient grievance redressal mechanisms as a litmus test for the efficacy of financial institutions. He cautioned against fragmentation and inefficiency in grievance redressal processes, advocating for streamlined procedures to expedite the resolution of consumer complaints.
Highlighting the transformative impact of the RBI-Integrated Ombudsman Scheme (RB-IOS), Das revealed significant enhancements in grievance resolution efficiency since its inception. He underscored the scheme's success in reducing turnaround times and enhancing overall operational efficacy.
Furthermore, Das stated the need for continuous improvement in internal grievance redressal systems within regulated entities, advocating for the adoption of data-driven approaches and technological innovations to uphold public trust. He called for collaborative efforts between regulatory bodies and financial institutions to address systemic deficiencies and reinforce consumer confidence in the financial sector.