Poonawalla Fincorp Launches AI Platform to Enhance Customer Experience

Poonawalla Fincorp Limited (PFL) has announced the launch of its next-generation conversational AI platform for omnichannel customer service, a key step in its AI-first transformation.

This unified platform aims to serve as a single customer service interface across all channels, promising a seamless and consistent experience. It is designed to autonomously resolve up to 80% of voice and chat interactions, thereby reducing service costs and improving customer satisfaction. More complex or high-empathy cases will be routed to human agents, allowing them to focus on value-added tasks. The platform features an industry-first contextual interface with real-time insights, including customer history, loan risk flags, and sentiment analysis, which will lead to faster resolutions and stronger compliance.

This launch is part of PFL's broader strategy to leverage AI as a core driver for growth, enhance decision-making, and achieve operational excellence. The company is integrating intelligence across its operations, from customer engagement and credit underwriting to risk management and internal productivity.

Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, stated, "AI at Poonawalla Fincorp is not a standalone initiative; it is a structural shift in how we are building our business. Our next-generation conversational AI platform will make customer service faster, smarter and more consistent. At the same time, AI is strengthening credit, risk, operations and employee productivity. By integrating data, analytics and machine learning into every layer of the organisation, we are building a more agile, scalable and future-ready company. We see ourselves as a paradigm pioneer across many initiatives."

Complementary AI-led initiatives include an Autonomous Testing Agent for API testing, Agentic Process Automation for business processes, a DIY Bot Creation Tool for chatbot deployment, and Lead Forward, an AI-powered coaching platform for managers. PFL has also deployed business bots like Ask-Ed, Sec Assist, Taxation Bot, and BL Buddy, and its Competition Intelligence framework uses AI for market insights.

Currently, PFL's AI program encompasses 57 initiatives across various functions, with 41 already deployed. The company remains committed to responsible lending, strong credit discipline, portfolio quality, and building a scalable, future-ready financial services platform. As of December 31, 2025, PFL reported an Assets Under Management (AUM) of ₹55,017 crore.