Poonawalla Fincorp Limited has announced the launch of a next-generation conversational artificial intelligence platform aimed at reshaping customer service and strengthening its broader digital strategy.
The Mumbai-based lender said the new system will act as a unified interface across communication channels, delivering a more consistent and seamless experience for customers. The platform is designed to autonomously handle up to 80% of voice and chat interactions, potentially lowering operational costs while improving response times.
More complex or sensitive queries will continue to be managed by human agents, allowing staff to focus on higher-value interactions. The platform uses multi-agent orchestration and real-time data insights, including customer history, loan risk indicators and sentiment analysis, to improve resolution speed and compliance standards.
Chief Executive Arvind Kapil described the move as part of a deeper structural shift. He said artificial intelligence is being embedded across the company’s operations, from customer engagement and credit underwriting to risk management and internal productivity.
The rollout forms part of a wider AI programme at the company, which now includes 57 initiatives spanning business functions such as compliance, human resources and operations. Of these, more than 40 have already been deployed.
Among the new tools are an AI-driven testing system to improve software reliability, automated process agents to streamline workflows, and a low-code platform enabling employees to build chatbots. The firm has also introduced AI-based coaching tools for management and several internal “business bots” to support decision-making.
The company said its investment in artificial intelligence is intended to enhance efficiency while maintaining a focus on responsible lending, credit discipline and long-term scalability in an increasingly technology-driven financial sector.
