Leading NBFC Adopts AI to Transform Lending and Enhance Borrower Experience
- Loretta Dsouza
- May 28
- 4 min read
Poonawalla Fincorp Limited backed by the Cyrus Poonawalla Group is taking major strides in digitizing its operations. With a sharp focus on consumer and MSME lending, the company has rolled out a suite of artificial intelligence (AI)-powered solutions that are reshaping how it approaches marketing and compliance. These initiatives signal a larger shift towards tech-enabled financial services that are both responsive and reliable.
Driving Customer-Centric Marketing Through AI
As part of its digital journey, the lender has built a sophisticated AI-backed marketing system to boost engagement. The platform is designed to create detailed customer profiles, referred to as cohorts, that help the company better understand and reach potential borrowers. More than 100 such cohorts have been developed, with continuous improvements made to ensure the company attracts high-quality borrowers through online platforms.
This targeted approach helps the lender reduce acquisition costs while increasing the efficiency of its performance marketing. By using data to refine its messaging and timing, the company is able to provide borrowers with more relevant and timely communication.
Personalized Campaigns at Scale
To increase efficiency further, Poonawalla Fincorp Limited has launched up to 100 automated retargeting campaigns across its digital platforms. These campaigns are built around live data streams that consider individual behavior, language preferences, geographic location, and other user-specific factors. The result is a hyper-personalized communication flow that keeps the brand connected with both existing and potential customers.
This automation also ensures scalability, allowing the NBFC to engage more customers across its web and app platforms without compromising on personalization.
Upgraded Website and Self-Service Features
A major digital milestone for the company has been the overhaul of its website. The revamped online presence focuses on providing customers with smoother and more autonomous interactions. Among the new tools introduced are:
A dedicated self-service portal
QR-code-enabled referral processes
Real-time credit score checks
These features are aimed at providing borrowers with greater control and transparency in their financial journey. The NBFC is also planning the launch of a multilingual interface supporting five additional languages, along with round-the-clock AI-powered support to increase accessibility.
Content and Engagement Boost with Gen AI
In its next digital expansion phase, the company will use generative AI tools to scale its content creation capacity. These platforms will support rapid generation of high-impact and customized content for both the website and app, enabling better communication with customers at each touchpoint.
Modernizing Compliance Using In-House AI
In parallel to its marketing advancements, the NBFC has unveiled an in-house AI-powered compliance engine. This platform helps analyze circulars and advisories from the Reserve Bank of India (RBI), aligning them with internal company policies. It flags sections needing attention and offers actionable suggestions to the compliance and business teams.
This system currently works alongside human reviewers to ensure that the outputs are accurate and thorough. In its next stage, the platform will be capable of generating detailed compliance reports—cutting down processing time from several days to mere hours.
Also Read: Poonawalla Fincorp Limited Deploys AI Tools to Boost Marketing Precision and Compliance Efficiency
The CEO’s Perspective on Responsible Innovation
According to Poonawalla Fincorp’s CEO, AI plays a crucial role in enabling forward-looking, ethical innovation. The organization’s focus is on building AI systems that are efficient, consistent, and free from bias. These tools are being deployed not as replacements for human oversight but as enablers of smarter, quicker decisions.
The CEO emphasized that this dual-track focus—enhancing customer experience while strengthening governance—reflects a deliberate and future-oriented approach. Rather than rushing into digital adoption, the company is methodically laying down the framework for long-term, responsible growth.
A Wide Range of Lending Products
In addition to its AI integration, the NBFC continues to offer a broad suite of loan products, catering to varied borrower needs. These offerings include:
Gold Loans
The NBFC’s gold loan product enables quick disbursal of funds against gold assets. Known for its minimal paperwork and transparent terms, this service is especially useful for customers needing urgent liquidity without selling their valuables.
PFL Prime
Designed for premium borrowers, PFL Prime offers preferential interest rates, faster loan processing, and added digital perks. It rewards customers with strong credit profiles, enhancing their borrowing experience.
Personal Loans
The lender’s personal loan offering is structured to support everyday financial needs, such as education, healthcare, or travel. With easy eligibility and fast processing, these loans are ideal for individual customers seeking unsecured financing.
MSME Loans
Micro, Small, and Medium Enterprises (MSMEs) form a major segment of the Indian economy, and the lender provides them with accessible, collateral-free loans to help with working capital, business expansion, or equipment upgrades.
Professional Loans
Professionals like doctors and chartered accountants can benefit from loans tailored to their business requirements. These loans support career growth and operational expansion with minimal documentation.
Looking Ahead
The NBFC’s ongoing commitment to digital transformation and customer-first practices positions it as a progressive financial service provider. By blending AI with human expertise, the company ensures that both personalization and compliance are handled effectively.
Its diversified portfolio of loan products and its investments in modern tools demonstrate that this lender is not just keeping pace with change—it is helping define it.
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