Poonawalla Fincorp Launches AI Platform To Handle 80% Of Customer Queries

Poonawalla Fincorp Ltd (PFL) has rolled out a conversational artificial intelligence (AI) platform that it says can independently resolve up to 80% of customer interactions across voice and chat, without any human involvement.

The platform is built as a single service layer across all channels, meaning whether a customer calls, chats or messages, they hit the same system. Cases that need a human touch, either complex queries or situations requiring empathy, get routed to agents. The idea is to free up staff for work that actually needs them.

The system runs on multi-agent AI orchestration and pulls in real-time data on customer history, loan risk flags and sentiment as the conversation unfolds. The company says this cuts resolution times, improves first-contact closure rates and keeps compliance tighter.

What Else Is Being Built?

The customer service platform is one piece of a larger push. Poonawalla Fincorp said its AI programme now spans 57 initiatives across risk, credit, compliance, human resource (HR) and operations, with 41 already live:

• Autonomous Testing Agent - AI-led application programming interface (API) testing that cuts manual effort and speeds up release cycles

• Agentic Process Automation - intelligent agents that run, monitor and optimise business processes independently

• DIY Bot Creation Tool - a low-code platform letting internal teams build and deploy their own AI chatbots

• Lead Forward - an AI coaching tool helping managers handle people decisions, feedback and development planning

Earlier deployments include Ask-Ed, Sec Assist, Taxation Bot and BL Buddy, internal productivity tools, alongside a competition intelligence framework that tracks market activity and feeds into strategy decisions.

Also Read - IEX Shares Fall Over 6% After CERC Draft On Market Coupling

How Has The Poonawalla Fincorp Stock Performed?

Poonawalla Fincorp shares traded at ₹409.15 on the National Stock Exchange on Monday morning. This was down 1.11% from the previous close of ₹413.75.

By around 11:30 AM, the stock moved up to ₹416.40. That reflects a modest gain of 0.65%.

The broader market has remained strong. The NIFTY 500 has gained 7.23% over the past month. In comparison, PFL rose only 3.95%.

So far this year, the stock has fallen over 15%. Despite this, it still stands out over the long term, delivering returns of 243% over five years.

Poonawalla Fincorp is a non-banking financial company backed by the Cyrus Poonawalla Group. It reported assets under management (AUM) of ₹55,017 crore as of 31 December 2025.

Sources:

BSE

Businessline