Poonawalla Fincorp Limited (PFL) has announced the launch of its next-generation conversational AI platform for omnichannel customer service, marking a significant milestone in its AI-first transformation journey. Designed as a unified interaction layer, the platform will act as a single customer service interface across channels, enabling a seamless and consistent experience.
The platform is expected to autonomously resolve up to 80 per cent of voice and chat interactions, reducing service costs while improving customer experience. More complex or high-empathy cases will be routed to human agents, allowing teams to focus on critical interactions. Powered by multi-agent AI orchestration, the platform includes a contextual interface offering real-time insights such as customer history, loan risk flags and sentiment analysis, enabling faster resolution and stronger compliance.
The development aligns with the company’s broader strategy of positioning AI as a core driver of growth, decision-making and operational efficiency. From customer engagement and credit underwriting to risk management and internal productivity, PFL is embedding AI across its operating model.
Arvind Kapil, Managing Director and 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 this transformation, the company has introduced several AI-led initiatives, including an autonomous testing agent for API testing, agentic process automation for executing and optimising workflows, a low-code DIY bot creation tool, and an AI-powered coaching platform named Lead Forward. It has also deployed business bots such as Ask-Ed, Sec Assist, Taxation Bot and BL Buddy to enhance productivity and decision-making, alongside a competition intelligence framework to generate actionable market insights.
PFL’s AI programme now spans 57 initiatives across risk, credit, compliance, HR, operations and business functions, with 41 already deployed and others under development, as the company continues to focus on responsible lending, strong credit discipline and building a scalable financial services platform.
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