Poonawalla Fincorp Limited, a leading NBFC promoted by the Cyrus Poonawalla Group, has taken a major technological leap by implementing a revolutionary AI-powered debt management platform. This transformative move by Poonawalla Fincorp is set to redefine debt collection strategies, enhance operational efficiency, and create a seamless customer experience in the lending sector.

In a significant development, Poonawalla Fincorp has adopted an advanced engine that autonomously analyses a vast array of customer interaction data across digital communications, tele-calling, and field operations. The AI-powered debt management platform intelligently offers a multi-layered, multi-channel intervention mechanism, slashing 4-5 days of manual effort required for managing collection communications. By automating these tedious processes, Poonawalla Fincorp is setting new benchmarks for speed and precision in debt recovery.

With over 100 micro-strategies built into the system, the platform dynamically adapts to customer profiles, preferred communication channels, and optimal engagement timings. The strategic deployment ensures that every customer interaction is personalized, timely, and efficient. Poonawalla Fincorp's AI-Powered Debt Management Platform has also introduced a human-less, automated channel allocation process that reduces the time taken for engagement from 3-4 days to under 3 hours, allowing the collections team to act swiftly after a delinquency.

Commenting on this breakthrough, Mr. Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, emphasized, “Our adoption of AI in debt management is not just about automation—it’s about smarter, data-driven decisions that improve outcomes.” This encapsulates the company's vision of blending predictive insights with governance controls to create more effective, adaptive, and responsive collection strategies.

The AI-based collection platform is further strengthened by predictive models powered by machine learning, delivering 2-3X sharper risk assessments compared to traditional models. This enables Poonawalla Fincorp to anticipate customer behaviours more accurately and tailor engagement strategies accordingly, marking a clear departure from legacy systems.

One of the standout features is the integration of GenAI-enabled automated call audit mechanisms. This innovative technology monitors interactions between collection agents and customers, ensuring adherence to stringent governance standards and enhancing overall accountability. This level of AI governance in debt management reflects Poonawalla Fincorp’s unwavering commitment to building a compliant and customer-centric operation.

Over the past six months, the synchronization of technology with collection goals has substantially supported Poonawalla Fincorp in boosting efficiency, improving recovery rates, and elevating the overall customer experience. The company's risk-first approach, focusing on simplifying lending and creating customer delight, continues to remain at the core of its operational strategy.

Poonawalla Fincorp's AI-Driven Collections model not only ensures smarter decision-making but also guarantees that customers are engaged at the right time through the right channel, thereby minimizing friction and maximizing outcomes. The organization's systemic implementation of AI in finance represents a pioneering move within the non-banking finance sector, setting a strong example for the broader industry.

Backed by a strong governance framework, cutting-edge technologies, and an unwavering focus on customer delight, Poonawalla Fincorp is well on its way to establishing itself as the torchbearer of AI-driven transformation in the Indian financial services sector. The launch of the Poonawalla Fincorp AI-Powered Debt Management Platform marks a new chapter of innovation and leadership.

About Poonawalla Fincorp Limited:
Headquartered in Pune, Poonawalla Fincorp Limited is a systemically important non-deposit taking NBFC (ND-SI-NBFC), registered with the Reserve Bank of India. Promoted by the esteemed Cyrus Poonawalla Group, the company has a history spanning nearly three decades and is listed on both BSE and NSE. Poonawalla Fincorp’s brand ethos revolves around the "P" values — Passion, Principles, Purpose, People, and Possibilities.

Currently, the company operates across 18 states and 2 Union Territories in India, boasting an Assets Under Management (AUM) of ₹35,631 crore as of March 31, 2025. Employing over 3590 professionals, the company offers a wide range of financial products, including pre-owned car finance, personal loans, loans for professionals, business loans, loans against property, machinery loans, education loans, commercial vehicle loans, shopkeeper loans, gold loans, and consumer durable loans.

The deployment of the Poonawalla Fincorp AI-Powered Debt Management Platform is a testimony to the organization's commitment towards innovation, operational excellence, and sustainable growth. As the Indian financial landscape continues to evolve, Poonawalla Fincorp remains firmly positioned at the forefront, leading the digital transformation of debt management and customer engagement.

By embracing AI-based collection platforms and focusing on AI governance in debt management, Poonawalla Fincorp is not just keeping pace with the future but actively shaping it, setting new standards in the industry, and driving excellence through cutting-edge technologies.

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