Leading NBFC Integrates AI to Advance Customer Support and Regulatory Efficiency

A well-established non-banking financial company (NBFC) based in Pune and backed by the Cyrus Poonawalla Group is reshaping how financial services interact with customers by embedding artificial intelligence (AI) into its key operations. This initiative aims to refine how the company connects with customers and manages compliance, resulting in quicker service, smarter marketing, and a more transparent regulatory framework.

Improving Customer Experience with AI Technology

The NBFC has built more than 100 AI-driven customer profiles using digital interaction data like browsing habits, user preferences, and demographic details. These profiles help the company group borrowers into specific categories, allowing more focused and relevant communication across its digital platforms.

Through these profiles, the company has launched between 80 and 100 automated digital campaigns on its app and website. These campaigns are personalised to each customer’s location, language, and interaction history, helping users engage better with services. In addition, new self-service features—such as checking credit scores, using QR-code-based referral systems, and accessing a streamlined user dashboard—have been introduced to enhance overall experience.

Also Read: Poonawalla Fincorp Limited Deploys AI Tools to Boost Marketing Precision and Compliance Efficiency

More Features Coming Soon

In the coming months, the NBFC plans to roll out a multilingual digital interface in five additional regional languages, making financial services more accessible across India. Additionally, a 24/7 AI chatbot is in development to offer round-the-clock assistance for user queries.

Another area of innovation involves content delivery. The AI tools will soon be able to generate personalised content such as loan offers, reminders, and updates based on customer profiles. This approach will allow the company to maintain regular, relevant communication without overwhelming users.

Automating Compliance with In-House AI Tools

On the compliance front, the company has taken a major leap by building its own AI system to track regulatory updates. This system actively scans circulars and notifications from the Reserve Bank of India (RBI), checks them against existing internal policies, and flags any areas that require changes. Initially, human compliance officers will supervise the system’s suggestions, but over time, the AI will be able to draft compliance reports independently.

This automation could potentially cut down the time it takes to complete regulatory tasks from several days to just a few hours—saving significant manpower and reducing delays.

Also Read: How Companies Are Leveraging AI In Customer Service

Expanding AI Applications Across Departments

The AI upgrades are not limited to customer engagement and compliance. Other areas like debt recovery, recruitment, loan disbursal, and internal auditing are also being powered by machine learning tools.

In the area of debt recovery, an AI engine assesses how borrowers respond to different types of communication and identifies the most suitable outreach approach from over 100 strategies. This approach has reduced manual tracking efforts, saving several workdays per case.

AI also helps in the efficient allocation of recovery agents. What used to take multiple days now takes less than three hours, with algorithms selecting agents based on borrower profiles and risk levels—offering a more accurate and timely response.

Also Read: Revolutionizing Customer Service with Artificial Intelligence

Diverse Loan Products Tailored to Customer Needs

Poonawalla Fincorp continues to serve a wide customer base through a variety of loan offerings. Each product is tailored to suit specific life goals and financial needs:

Prime Personal Loans

These are unsecured loans offered to salaried professionals who need quick funds for personal goals like travel, healthcare, home repairs, or emergencies. Minimal paperwork and fast processing make them popular among working individuals.

Business Loans

Micro, small, and medium enterprises (MSMEs) can access hassle-free business loans without collateral. These loans support inventory management, business expansion, and working capital needs.

Education Loans

To support students and families in their academic pursuits, the lender offers loans that cover tuition fees, living expenses, and more for domestic and overseas education.

Gold Loans

The NBFC provides instant liquidity through gold loans at competitive interest rates. Customers can pledge their gold and receive funds within hours.

Pre-Owned Car Loans

Designed for those looking to buy used vehicles, these loans come with flexible tenures and fast disbursal, making car ownership easier and more accessible.

Medical Equipment Financing

Healthcare practitioners and institutions can avail customised loans to invest in diagnostic and therapeutic equipment. This supports clinics and small hospitals in upgrading their services.

Professional Loans

These loans are aimed at professionals such as doctors and chartered accountants who may need quick financial support to manage personal or work-related expenses.

Forward-Looking Digital Approach

This transformation reflects a broader push to modernise the lending experience in India. By integrating AI across multiple functions, the company is not only improving operational efficiency but also bringing consistency and clarity to its services.

Its digital-first strategy places strong emphasis on ease of access, responsive interfaces, and fast turnaround times—meeting the expectations of today’s tech-savvy borrowers. Through continuous monitoring and updates, the AI systems ensure that the services stay adaptive, inclusive, and secure.'

Balancing Tech and Human Insight

According to the company's Managing Director and CEO Arvind Kapil, AI is being introduced with a strong layer of human oversight. The goal is not to replace human judgment but to support it—ensuring that decisions remain balanced, fair, and customer-focused.

This blend of automation and human review is particularly crucial in areas like compliance and credit assessments, where accuracy and ethics are vital.

Final Takeaway

With AI-driven systems now deeply embedded in its operations, the NBFC is building a future-ready model for financial services. By personalising experiences, ensuring quicker processing, and keeping pace with regulatory demands, the company aims to serve its customers more effectively—while staying aligned with the values of transparency, inclusion, and responsibility.