Aditya Birla Capital Ltd (ABCL) is stepping up its focus on artificial intelligence, data and automation as it prepares for its next phase of growth, with the financial services major embedding AI across underwriting, sales, customer service and operations to improve efficiency, strengthen customer engagement and build a future-ready franchise.
In her message to shareholders in the company’s Annual Report 2026, Aditya Birla Capital Managing Director & CEO Vishakha Mulye said the company would continue to scale with discipline while accelerating digital and AI-led transformation to deliver sustainable long-term value.
AI to power competitive advantage
Mulye said the next wave of competitive advantage in financial services would come from the intelligent application of AI, data and automation, and ABCL is making significant investments to stay ahead of the curve.
The company is leveraging AI as a core operating layer across underwriting, sales, service and operations to improve productivity, reduce costs and deepen customer engagement and retention.
Gen AI Centre drives innovation
ABCL established its Generative AI Centre of Excellence in 2023, which has since developed multiple AI-powered use cases across the organisation.
These include AI copilots such as Sales Assist, Service Assist, Audit Assist and Marketing Assist, which automate workflows and support faster, better-informed decision-making.
The company is also deploying Agentic AI across customer journeys including onboarding, underwriting, claims processing and telesales through AI-powered voice bots, enabling quicker turnaround times and more personalised customer experiences.
In addition, the SimpliFi chatbot on the company’s ABCD App uses generative AI and intelligent nudges to simplify customer interactions, improve engagement and drive higher conversions.
Focus on disciplined growth
Mulye said the company enters FY27 with strong business fundamentals despite an external environment marked by evolving macroeconomic conditions and global uncertainties.
She said Aditya Birla Capital’s clear strategy, disciplined execution and strong digital capabilities position it well to sustain growth, expand market share, improve profitability and maintain robust portfolio quality across businesses.
Strengthening the 5C framework
As part of its long-term growth strategy, the company has further strengthened its 5C Strategic Drivers, Customer, Capacity, Capital Efficiency, Cost and Culture, across its businesses.
Mulye said the framework is helping build a resilient and scalable financial services franchise by strengthening the key drivers of long-term value creation.
Risk management remains central
While pursuing growth opportunities, the company will continue to prioritise prudent risk management and capital preservation.
Mulye said India continues to offer strong long-term growth opportunities despite global uncertainties, creating a favourable environment for financial services companies to support economic progress and meet the evolving aspirations of customers.