Poonawalla Fincorp’s Leap into Intelligent Debt Management

Poonawalla Fincorp Limited (PFL), a non-banking financial company backed by the Cyrus Poonawalla Group, is accelerating its transformation into a technology-first lender. By launching an advanced artificial intelligence (AI) based debt management system, the firm is reinforcing its strategy focused on Consumer and MSME financing while pushing forward on operational modernization.

Revealed earlier this week, the AI platform reimagines the collections process across the borrower journey. At its center lies an autonomous engine that deciphers customer interactions across SMS, telephonic conversations, and on-field visits. Leveraging this data, the platform crafts over 100 unique micro-strategies, custom-fit to each customer’s behavioral patterns.

Poonawalla Fincorp


This has drastically minimized delays—manual processes that once took up to five days are now fully automated, significantly improving turnaround times and enhancing the customer experience.

Swift Action on Delinquency

One of the platform’s standout features is the accelerated post-default channel allocation. Where it once took three to four days to reassign customer accounts, the AI system now completes this in under three hours. This speed enables quicker outreach and more efficient resolution with overdue borrowers.

The embedded AI models are also more sophisticated than traditional tools. They deliver two to three times greater precision in risk forecasting by incorporating diverse behavioral and transactional variables.

“Our goal with AI is to adopt intelligent, predictive strategies that not only increase efficiency but also offer strategic agility,” said Arvind Kapil, MD & CEO. “It’s about blending technological speed with responsible governance.”

AI-Driven Monitoring for Better Compliance

In addition to optimizing collections, Poonawalla Fincorp has integrated Generative AI into its call auditing operations. This automation ensures live monitoring of agent interactions to maintain regulatory and internal compliance, creating a system of instant feedback and corrective insight.

Over the last six months, internal reviews suggest these digital tools have significantly enhanced operational efficiency—a reflection of the company’s deeper push to embed AI in all mission-critical areas.

Also read - Poonawalla Fincorp Launches Education Loans up to ₹3 Crore for International Studies

Academic Alliances Fueling AI Innovation

In a bid to improve credit risk evaluation, Poonawalla Fincorp joined hands with IIT Bombay in March to design an AI-powered underwriting tool. This new-age solution automates the assessment of credit applications, particularly in the retail lending space.

The tool uses machine learning trained on large volumes of customer data to provide more accurate credit profiling. So far, the comapny has noted a 40% increase in productivity among its credit assessment teams—validating the impact of AI-led innovation.

AI in Auditing and Talent Acquisition

Earlier in February, Poonawalla Fincorp collaborated with ServiceNow to overhaul its internal governance systems using AI. The automation of audit trail management has brought greater transparency and control over compliance processes.

Meanwhile, AI has also been deployed in human resources. The system now aids in risk evaluation during hiring, candidate screening, and performance analysis—improving accuracy while reducing bias in recruitment practices.

Also read - The New Age of Personal Loan Disbursals: Speed, Simplicity, and Smart Tech

Pan-India Reach and Financial Metrics

Operating across 18 Indian states and two Union Territories, Poonawalla Fincorp offers a broad suite of services including pre-owned vehicle loans, personal finance, and business lending. With around 3,590 employees, its operational network continues to grow.

Despite a steep 81.2% YoY drop in Q4FY25 net profit to ₹62.3 crore due to one-time provisions, the company saw a strong 27% growth in operating revenue, which climbed to ₹1,166.27 crore. As of March-end, PFL's assets under management (AUM) totaled ₹35,631 crore.

Also read - Poonawalla Fincorp: Revolutionizing Retail Lending with Digital Innovation

Vision for a Tech-Savvy Future

With AI embedded across various functions, Poonawalla Fincorp aims to become a resilient, scalable, and tech-native financial institution. Its digital-first philosophy is rooted in improving customer experience while ensuring operational robustness.

Led by Arvind Kapil, the company’s AI journey sends a bold message—NBFCs can innovate responsibly, scale sustainably, and lead India’s financial evolution through digital intelligence.

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