Poonawalla Fincorp Powers Customer & Compliance Transformation with AI..

Varahimedia.com,Mumbai, May 22, 2025: Poonawalla Fincorp Limited (PFL), a leading NBFC backed by the Cyrus Poonawalla Group and focused on Consumer and MSME lending, has announced a major leap in its digital journey through the integration of AI-powered solutions in both its marketing and compliance operations.

AI for Enhanced Customer Engagement

In a move to deliver personalized and efficient customer experiences, PFL has adopted a suite of AI-driven tools across its digital ecosystem. The company’s goal is to improve customer targeting, reduce acquisition costs, and deliver contextual, high-impact interactions.

• AI-Based Customer Segmentation: By leveraging advanced AI models, PFL has identified over 100 borrower cohorts and personas, enabling precise targeting across digital platforms.
• Automated Retargeting Campaigns: The company has launched 80–100 performance marketing campaigns powered by real-time data to customize messages based on location, language, and customer behavior.
• Website Revamp: Enhancements include a self-serve portal, QR-code-based referral journeys, and credit score checks. In the next phase, PFL will roll out 24×7 multilingual AI chat support in five regional languages and introduce Gen AI for scalable content creation.

AI in Compliance and Governance

To strengthen regulatory responsiveness, PFL has developed an in-house AI compliance platform that:

• Scans and analyzes RBI advisories.
• Maps regulations to internal policies.
• Flags necessary actions and offers detailed recommendations to compliance teams.

In the upcoming phase, the platform will auto-generate comprehensive compliance notes — a process that previously took up to three days — drastically reducing turnaround time while maintaining accuracy through human review.

Leadership Perspective

Mr. Arvind Kapil, Managing Director & CEO, stated:

“AI is a strategic enabler for us—not just in digitization, but in responsible innovation. We’re building a future-ready, agile framework that prioritizes customer experience, regulatory compliance, and governance with human oversight at its core.”

Expanding AI Capabilities

PFL’s AI deployment spans across debt management, underwriting, HR, audit, and governance, reinforcing its position as a forward-looking and responsible lender.

With this dual focus on customer-centric engagement and robust compliance, Poonawalla Fincorp is setting new benchmarks for AI adoption in the NBFC sector, underlining its commitment to delivering speed, personalization, and integrity at scale.

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