Poonawalla Fincorp Ltd (PFL) has rolled out a next-generation conversational AI platform for omnichannel customer service, marking a significant milestone in its AI-first transformation journey.
Unified interaction layer
Designed as a unified interaction layer, the platform will serve as the single customer service interface across channels, enabling a seamless and consistent experience.
Driving efficiency and experience
The platform will autonomously resolve up to 80% of voice and chat interactions, reducing service costs while improving customer experience. Complex or high-empathy cases are routed to human agents, allowing teams to focus where they add the most value.
Advanced AI orchestration at play
Powered by multi-agent AI orchestration, it features an industry-first contextual interface with real-time insights such as customer history, loan risk flags, and sentiment analysis. This enables faster resolutions, higher first-contact closure, and stronger compliance.
AI as a core growth engine
The launch reflects PFL’s broader strategy of making AI a core driver of growth, sharper decision-making, and operational excellence.
From customer engagement and credit underwriting to risk management and internal productivity, the company is embedding intelligence across its operating model to set new benchmarks in financial services.
Making customer service faster, smarter
Poonawalla Fincorp Managing Director & CEO Arvind Kapil said, ” 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.”
Expanding the AI ecosystem
As part of this broader transformation, PFL has introduced a series of AI-led initiatives that complement and strengthen the customer service ecosystem. These include Autonomous Testing Agent (API testing), which reduces manual effort, accelerates release cycles, and enhances platform stability and Agentic Process Automation, featuring intelligent AI agents that execute, monitor, and optimise business processes with contextual decision-making and continuous learning.
Besides, a DIY Bot Creation Tool, a low-code platform enabling teams to build and deploy AI-powered chatbots independently; and Lead Forward, an AI-powered coaching platform that helps managers navigate people decisions, feedback, and development planning had also been integrated.
Strengthening productivity and intelligence
Further strengthening its AI ecosystem, PFL had earlier deployed business bots such as Ask-Ed, Sec Assist, Taxation Bot, and BL Buddy to enhance productivity and accelerate decision-making. Its Competition Intelligence framework has also been using AI to generate actionable market insights and support sharper strategy.
Scale and future focus
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. The company remains focused on responsible lending, strong credit discipline, portfolio quality, and building a scalable, future-ready financial services platform.