Ahmedabad, Oct 28: Digital payments have become an important part of retail operations, but making digital tools easier to use remains an important consideration for small businesses.
A January 2026 study of 102 small and medium retailers in Ahmedabad examined generational differences in digital payment adoption. It identified concerns including fraud, network failures and digital competency. While the study is based on a limited, non-representative sample, its findings highlight some of the practical considerations involved in making digital tools easier for retailers to use.
One area of opportunity is access to everyday banking services beyond the payment itself. Merchants regularly need to check settlements, access account information and understand the banking services available to them. Making these tasks easier to complete could simplify routine business management.
ToneTag’s eKosha addresses this opportunity by turning payment devices into voice-led banking touchpoints. The business assistant enables merchants to access selected banking services through voice interactions, including checking settlement information, accessing account details, and viewing loan eligibility information and relevant banking offers.
To make these interactions more accessible, eKosha supports voice interactions in Indian languages, including Gujarati. Additional languages can also be customised and incorporated into the device based on the specific requirements of banks and merchants.
The wider adoption of digital tools by small businesses is reflected in the Government of India’s Annual Survey of Unincorporated Sector Enterprises 2025. The survey found that 39.37% of unincorporated non-agricultural establishments used the internet for business purposes, up from 26.68% in 2023–24. Among urban establishments, the figure stood at 48.94%. These national figures provide context for the growing role of digital tools in business operations; they do not specifically measure digital banking access in Ahmedabad.
By extending the functionality of payment devices beyond transaction confirmation, voice-led solutions such as eKosha offer another way for merchants to access selected banking services. Their relevance to Ahmedabad’s retail ecosystem will depend on how they are adopted and used by local businesses.
