Poonawalla Fincorp Limited has launched a next generation conversational artificial intelligence platform that will act as a unified interaction layer for omnichannel customer service. The system is intended to provide a single interface across channels to deliver a seamless and consistent experience. The company presented the move as a key milestone in an AI-first transformation designed to make technology a core driver of growth.

The platform is designed to autonomously resolve up to 80 per cent of voice and chat interactions while routing complex or high empathy cases to human agents so that staff may focus on high value work. Multi-agent artificial intelligence orchestration supports an industry-first contextual interface that supplies real time insights including customer history, loan risk flags and sentiment analysis. The company said the system will accelerate first contact closure, improve compliance and reduce service costs.

Poonawalla Fincorp described the launch as part of a wider strategy to embed intelligence across customer engagement, credit underwriting, risk management and internal productivity to enhance decision making and operational excellence. The firm listed complementary initiatives such as an autonomous testing agent for API testing, agentic process automation, a low code DIY bot creation tool and an AI powered coaching platform for managers. Earlier deployments include business bots that address employee queries and taxation support, and a competition intelligence framework that produces market insights.

The lender reported that its AI programme now spans 57 initiatives across risk, credit, compliance, human resources, operations and business functions with 41 already deployed and others under development. The company stated that it remains focused on responsible lending, credit discipline and portfolio quality while building a scalable, future ready financial services platform. Poonawalla Fincorp is a non deposit taking systemically important non bank finance company registered with the Reserve Bank of India, listed on the BSE and the NSE, and had assets under management of Rs 550.17 billion (bn) as of December 31, 2025 and employed 5,264 people.