Poonawalla Fincorp Limited (PFL), a Non-Banking Financial Company (NBFC) promoted by the Cyrus Poonawalla Group, has announced the implementation of an advanced AI-powered debt management platform aimed at improving its consumer and MSME lending operations. The initiative is focused on increasing operational efficiency, strengthening process governance, and optimizing the collections journey.
The core of this platform is an AI-driven engine that analyzes data from various customer interaction points, including digital communications, tele-calling, and field operations. It employs a multi-layered, multi-channel intervention strategy designed to automate and streamline collection communications. This has led to a reduction of 4–5 days of manual effort traditionally required for managing collection activities.
The platform uses more than 100 micro-strategies, each customized according to customer profiles, preferred communication channels, and ideal engagement timings. This enables faster and more targeted customer engagement after delinquency events.
A significant feature of the platform is its fully automated channel allocation process, which has cut down the assignment time from 3–4 days to under 3 hours. This advancement helps in promptly connecting with customers through tele-calling and field operations.
The platform also integrates AI and machine learning-powered predictive models. These models deliver 2–3 times sharper risk assessments compared to conventional methods, supporting more informed decision-making across the collections process.
Additionally, PFL has implemented a GenAI-enabled automated call audit system. This technology monitors collection agents’ interactions to ensure adherence to compliance standards and improve operational accountability.
In the past six months, the alignment of technology with collection objectives has resulted in measurable improvements in efficiency. PFL continues to adopt a risk-first approach while aiming to simplify lending and improve customer experiences.
