Trust at Scale: Inside India’s Tech Powered Financial Inclusion Surge of 2025

Financial inclusion in India has long faced two barriers: reaching citizens beyond urban centers and building trust once they enter the system. In 2025, Business Correspondents (BCs) local agents embedded in financial and governance networks emerged as the backbone of last-mile delivery, supported by artificial intelligence, data analytics, and robust policy frameworks.

BCs have evolved from handling basic deposits and withdrawals to managing digital payments, loan disbursals, and even healthcare and government services. Their transformation demonstrates how technology and governance can amplify human judgment, ensuring reliability and transparency across millions of accounts and touchpoints.

Notable Updates:

• Policy Foundations: PMJDY opened 550+ million accounts by FY 2024-25; DBT programs ensured steady transaction flows.
• AI & Data Integration: Real-time dashboards, identity verification, fraud detection, and predictive analytics enhanced efficiency and security.
• Infrastructure Backbone: Tools like micro ATMs, biometric systems, geo-fencing, and vernacular soundboxes strengthened service delivery.
• Governance Mechanisms: Audit ratings, compliance checks, and incentive structures (including higher commissions for women BCs) maintained accountability.

Major Takeaways:

• Digital Payments Surge: UPI transactions hit 131 billion in FY 2023-24, projected to reach 439 billion by FY 2028-29.
• Phygital Hubs: Combining physical presence with digital tools allowed BCs to deliver multiple services seamlessly.
• Trust at Scale: Technology ensures precision, governance enforces accountability, and human agents build personal trust.

Important Points:

• Financial inclusion is no longer just about opening accounts it’s about meaningful participation in reliable systems.
• Collaboration between banks, fintechs, and government ensures BCs are well-equipped and monitored.
• The balance of technology, governance, and human judgment sustains trust, enabling rural citizens to confidently engage with formal systems.

India’s 2025 story proves that trust is the true currency of digital inclusion, and when policy, technology, and people align, financial services become not just accessible but dependable at the last mile.

Sources: Express Computer, Business Standard, Times of India