Aditya Birla Capital Ltd, one of India’s leading diversified financial services companies, is placing data, digital and technology at the core of its growth strategy, with Artificial Intelligence (AI) emerging as a key operating layer across businesses to drive growth, profitability and customer experience.
Speaking during the earnings call, Aditya Birla Capital Ltd, Managing Director & CEO, Vishakha Mulye said the company is scaling up AI adoption across underwriting, sales, voice calling, audit and compliance, customer service and operations.
Scaling up AI
“AI is now becoming a core operating layer for us and we are scaling up its use across various areas such as underwriting, sales, voice calling, audit and compliance, customer service and operations,” she said.
According to her, AI-led transformation is expected to significantly enhance customer experience, reduce turnaround times and improve productivity.
Uncertainties and opportunities
“At Aditya Birla Capital, we remain excited about the long- and medium-term opportunities in the Indian economy despite near term uncertainties and volatilities. Our strategy, disciplined execution and the building blocks that we have put in place give us confidence to sustain growth, gain market share and improve profitability while maintaining strong portfolio quality across business,” she said.
AI-led transformation across businesses
Aditya Birla Finance Ltd, Chief Executive Officer, Rakesh Singh said the NBFC business would continue investing in AI to transform operations across sales, servicing, underwriting and collections.
By end-FY26, around 65% of contact-centre calls and 71% of service emails were straight-through processed, helping deliver a seamless digital experience.
The company said AI-powered loan origination systems are enabling real-time fraud detection through identity verification, behavioural analysis and digital footprint monitoring, thereby improving onboarding and underwriting decisions.
In collections, GenAI-powered bots are being used to improve contactability, call quality and self-cure outcomes.
Aditya Birla Housing Finance Ltd, Managing Director & CEO, Pankaj Gadgil said the housing finance business is embedding AI across customer and operational journeys through platforms such as FinWise, FinEngage and FinTellect.
Meanwhile, Aditya Birla Sun Life Insurance Company Ltd, Managing Director & CEO, Kamlesh Rao said the insurer has brought its AI initiatives under a focused programme named Saras.AI.
“The focus is clear – use AI to enhance human judgment, not just replace it, and drive greater speed, consistency, and quality in everything we do,” he said.