Poonawalla Fincorp Limited, a pioneer NBFC belonging to the Cyrus Poonawalla Group, has made a huge leap forward in digitalisation by introducing a cutting-edge AI-driven debt management and customer interaction platform. With this, the company is among the leaders of technology-based financial services in India.
The new platform, which has been recently deployed, is intended to support more than 100 micro-strategies of customer engagement and provide a frictionless, omni-channel experience across web portals, mobile apps, branch offices, and call centers. Customers enjoy a complete digital experience for all products such as instant personal loans and digital onboarding, which dramatically lowers turnaround times and paperwork.
One of the most distinctive aspects of this program is the use of artificial intelligence and machine learning in the firm's credit assessment and debt management processes. Built in partnership with IIT Bombay, the AI-driven underwriting platform reviews several data points from loan requests, equipping credit managers with quicker, more precise decision-making. Not only does this improve risk management, but it is also likely to increase productivity in retail lending activities by as much as 40 percent.
The company uses large language models and forecast analytics to make policy optimal, collections seamless, and provide end-to-end tailored financial solutions. Services are accessed by customers via various self-service channels, among them being WhatsApp, which today processes more than 70% of the requests for services. The focus remains on prime and super-prime customers, as it aims at having superior asset quality and market-competitive prices.
Poonawalla Fincorp's branch-lite, digital-led model still makes it stand out from conventional lenders by keeping operational costs low while increasing reach. The leadership at the company stresses that these tech gains aren't merely about making processes more efficient-they're about creating best-in-class customer experiences and defining new industry benchmarks.
With this rollout, Poonawalla Fincorp is well-placed to leverage India's increasing need for credit, deepen its commitment to innovation, and achieve sustainable growth in the fast-changing financial space.
Sources: India Infoline, Finance Director Europe, TechCircle, UNI India, Poonawalla Fincorp Investor Presentation
