Mumbai: Poonawalla Fincorp Limited (PFL) has announced the launch of its next-generation conversational AI platform for omnichannel customer service, marking a significant milestone in Poonawalla Fincorp’s AI-first transformation journey.
Designed as a unified interaction layer, the platform will serve as a single customer service interface across channels, enabling a seamless and consistent experience for users.
The newly launched platform by Poonawalla Fincorp is engineered to autonomously resolve up to 80% of voice and chat interactions. This is expected to significantly reduce service costs while enhancing customer experience.
More complex or high-empathy cases are intelligently routed to human agents, ensuring that service teams can focus on areas where human intervention adds the most value.
Powered by multi-agent AI orchestration, Poonawalla Fincorp’s platform introduces an industry-first contextual interface that provides real-time insights such as customer history, loan risk flags, and sentiment analysis.
This enables faster issue resolution, higher first-contact closure rates, and improved compliance standards across operations.
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Poonawalla Fincorp: Embedding AI as Core Driver of Growth, Sharper Decision-Making, and Operational excellence
The company is leveraging AI across multiple functions—including customer engagement, credit underwriting, risk management, and internal productivity—to establish new benchmarks in the financial services sector.
Arvind Kapil, Managing Director & CEO, Poonawalla Fincorp, said: “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.”
As part of its ongoing transformation, Poonawalla Fincorp has introduced several AI-led initiatives that complement and strengthen its customer service ecosystem. These include:
- Autonomous Testing Agent (API testing): AI-led API testing that reduces manual effort, accelerates release cycles, and enhances platform stability.
- Agentic Process Automation: Intelligent AI agents designed to execute, monitor, and optimise business processes with contextual decision-making and continuous learning.
- DIY Bot Creation Tool: A low-code platform enabling teams within Poonawalla Fincorp to independently build and deploy AI-powered chatbots.
- Lead Forward: An AI-powered coaching platform that assists managers in navigating people decisions, feedback mechanisms, and development planning.
Further strengthening its AI ecosystem, Poonawalla Fincorp has already deployed several business bots, including Ask-Ed, Sec Assist, Taxation Bot, and BL Buddy, to improve productivity and accelerate decision-making processes.
The company’s Competition Intelligence framework is also leveraging AI to generate actionable market insights and support strategic decision-making.
Currently, Poonawalla Fincorp’s AI program spans 57 initiatives across risk, credit, compliance, HR, operations, and other business functions.
Out of these, 41 initiatives have already been deployed, with the remaining under development. The company continues to focus on responsible lending practices, strong credit discipline, portfolio quality, and building a scalable, future-ready financial services platform.
