Poonawalla Fincorp Launches AI Platform for Customer Service
The NBFC said the system will handle a large share of routine queries and route complex cases to human agents.
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India-based non-banking financial company Poonawalla Fincorp, which provides consumer and business loans, on Monday said it has launched a conversational artificial intelligence platform for customer service.
The company said the platform will function as a single interface for handling customer interactions across voice and chat channels.
According to Poonawalla Fincorp, the system is expected to resolve up to 80% of routine queries, while directing more complex or sensitive cases to human agents.
The platform includes features such as access to customer history, loan-related risk indicators and sentiment analysis, which the company said are intended to support faster query resolution.
The launch is part of the company’s broader effort to incorporate artificial intelligence across its operations, including credit, risk management, compliance and internal processes.
Managing Director and Chief Executive Officer Arvind Kapil said the company is “integrating AI into multiple business functions.”
Poonawalla Fincorp said its AI programme currently covers 57 initiatives across different functions, with 41 already implemented and the rest under development.
