Financial Services Firm Leverages AI for Smarter Lending and Faster Customer Support
- Shruti Menon
- 4 days ago
- 3 min read
Financial Services Firm Leverages AI for Smarter Lending and Faster Customer Support
With technology changing the way companies operate, one major financial services company under the Cyrus Poonawalla Group is setting new benchmarks in lending by bringing AI into the heart of its operations. From debt management to loan evaluation and HR systems, the company is using automation to streamline internal workflows while offering a diverse range of loans to meet customer demands across India.
Modernising Debt Recovery
Poonawalla Fincorp Limited recently launched an AI-powered debt collection platform aimed at simplifying and improving how delinquent cases are handled. This new system analyses customer interactions from digital platforms, field visits, and tele-calls to tailor communication based on individual profiles.
Over 100 unique strategies are used to align the follow-up process with customer behaviour. The time taken to allocate recovery channels has been reduced dramatically—from a few days to under three hours—allowing quicker action and improved responsiveness.
Predictive Insights for Improved Accuracy
The move towards AI has also brought significant improvements in how risk is assessed. Instead of relying on outdated models, the company now uses predictive insights that interpret live customer behavior. This gives the firm a stronger understanding of which accounts are most at risk, enabling more targeted actions.
These data-driven evaluations have been reported to deliver risk assessment precision that is two to three times sharper than older systems, helping reduce defaults and improve loan quality.
Governance and Customer Call Audits
In an effort to ensure compliance and professionalism in its debt recovery process, the company has deployed automated systems to monitor agent-customer conversations. These tools use generative models to verify if calls are being conducted according to internal and regulatory standards.
This extra layer of governance helps maintain a high-quality customer experience while strengthening the company’s commitment to responsible recovery practices.
Technology-Driven Underwriting with IIT Bombay
Beyond collections, the company has invested in building a better credit evaluation system. Partnering with IIT Bombay, it has developed a tech-enabled underwriting platform to enhance loan assessment procedures.
According to Poonawalla Fincorp CEO Arvind Kapil, the solution has significantly boosted the productivity of the retail lending team by roughly 40%, helping ensure faster turnaround times for loan approvals without compromising on risk evaluation.
Focus on Audit, Compliance, and HR Systems
Earlier in the year, the company collaborated with ServiceNow to automate its internal audit and compliance operations. This step has reduced human errors and helped create a more consistent review process across departments.
The use of AI has also been extended to HR processes—streamlining candidate screening, improving recruitment timelines, and ensuring more accurate decision-making when hiring.
Comprehensive Loan Products for Individuals and Businesses
The company continues to strengthen its position in retail and MSME lending with a suite of well-designed credit offerings aimed at different customer needs.
Prime Loan with Quick Digital Disbursal
Its Prime Loan product is ideal for salaried professionals looking for fast access to funds. With easy application steps, minimal documentation, and a fully digital process, the loan is approved and disbursed quickly. Borrowers also benefit from transparent terms and flexible repayment plans.
Gold Loan for Immediate Cash Requirements
For those in need of instant liquidity, the firm offers a Gold Loan product. Customers can pledge gold jewellery and receive a loan after a quick appraisal process. The gold remains safely stored, and the repayment period can be selected as per the borrower’s needs.
Additional Lending Solutions
The company also offers:
Personal Loans: For expenses like education, healthcare, and home improvements
Used Car Loans: Designed for customers planning to buy second-hand vehicles
Business Loans: Useful for entrepreneurs and small business owners who need working capital or funding for expansion
These loans are available across 18 Indian states and 2 Union Territories, reflecting the company’s strong nationwide presence.
Recent Financial Highlights
In the fourth quarter of FY25, the company reported a net profit of ₹62.3 crore. Though this represented a year-on-year decline of over 80%, it was mainly due to exceptional items and prior provisions. Importantly, operating revenue rose by more than 27% compared to the previous year, reaching ₹1,166.27 crore.
The company’s assets under management stood at ₹35,631 crore at the end of March 2025. With a workforce of nearly 3,600 people and a growing digital backbone, the company remains well-equipped to scale operations further.
Final Note
By combining tech-powered debt recovery, predictive underwriting, and well-rounded loan offerings, the company is actively building a customer-first, future-ready financial ecosystem. Whether through Prime Loans, Gold Loans, or digital collections, the focus remains on delivering fast, secure, and meaningful financial solutions to India’s evolving borrower base.
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