Poonawalla Fincorp Limited on Monday announced the launch of a next-generation conversational AI platform for omnichannel customer service, its most significant technology push yet as the Pune-based non-banking finance company accelerates an AI-first strategy across its operations.

The platform is designed to autonomously handle up to 80 per cent of voice and chat interactions, routing complex or sensitive cases to human agents. It operates on multi-agent AI orchestration and includes real-time data such as customer history, loan risk indicators and sentiment analysis — capabilities the company described as an industry first in terms of contextual interface design.

The announcement comes as the stock traded at ₹409.15 on the NSE Monday morning, down 1.11 per cent from its previous close of ₹413.75, against a broader market that has seen NIFTY 500 gain 7.23 per cent over the past month compared to PFL’s 3.95 per cent. The scrip has shed over 15 per cent year-to-date, though it remains one of the stronger five-year performers in its segment with returns of 243 per cent.

Managing Director and CEO Arvind Kapil said the AI platform represents a structural shift rather than an isolated initiative, with the technology being embedded across credit underwriting, risk management and employee productivity.

The company disclosed that its AI programme now spans 57 initiatives across risk, credit, compliance, HR and operations, with 41 already deployed. Monday’s launch adds to earlier internal tools including Ask-Ed, Sec Assist, Taxation Bot and BL Buddy.

Poonawalla Fincorp, promoted by the Cyrus Poonawalla Group and registered with the Reserve Bank of India as a systemically important NBFC, reported assets under management of ₹55,017 crore as of December 31, 2025. The company employs 5,264 people and offers products ranging from personal and business loans to commercial vehicle and supply chain finance. Its total market capitalisation stood at approximately ₹36,015 crore on Monday.

Published on April 20, 2026