Poonawalla Fincorp Limited Strengthens Debt Collection with AI-Powered Upgrade

Poonawalla Fincorp Limited (PFL) has introduced an advanced AI-enabled platform to modernize its debt management operations. This move is part of a broader effort by the company to improve operational agility and provide faster, more tailored customer service.

Current Stock Status Reflects Stability

Today at noon, shares of Poonawalla Fincorp Limited were trading at ₹378.10, down by ₹2.30 or 0.60 per cent on the National Stock Exchange (NSE). The slight change in stock price does not overshadow the company's forward-looking initiatives and its consistent emphasis on innovation and customer service.

Smarter Debt Management Solutions

The newly introduced platform by Poonawalla Fincorp Limited uses an intelligent engine that studies customer interaction data across different communication channels, such as online messaging, telephonic outreach, and in-person meetings.

Using more than 100 targeted strategies based on customer profiles and preferences, the system streamlines the collection process and significantly reduces the manual effort typically required, saving four to five days on average.

Rapid Engagement Mechanism

Before the introduction of this platform, customer engagement after delinquency typically took three to four days. Thanks to the new automated channel allocation process, Poonawalla Fincorp Limited now reaches out to customers within just three hours.

This swift engagement greatly increases the likelihood of quicker resolutions and ensures that the customer experience remains proactive and supportive.

Boosting Risk Identification Accuracy

Poonawalla Fincorp Limited has also equipped the platform with machine learning-driven predictive models. These models enhance the company's ability to forecast potential risks two to three times more accurately compared to traditional risk assessment methods.

Better forecasting allows the company to intervene early, reducing bad debt and maintaining healthier balance sheets over time.

Monitoring Interactions for Quality Assurance

To ensure governance standards are met across every interaction, the company has introduced GenAI-enabled automatic call audits. These audits help maintain transparency, confirm adherence to company policies, and protect customer interests throughout the collections process.

Real-time call monitoring reinforces Poonawalla Fincorp Limited’s dedication to delivering professional and compliant services at all levels.

Insight from Leadership

Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, emphasized the importance of the new platform, saying, “Our adoption of AI in debt management is about smarter, data-driven decisions that improve outcomes.”

His words reflect the company’s vision under his leadership to prioritize technology-backed, ethical, and customer-first approaches in all business processes.

Expanding Reach and Workforce Strength

Poonawalla Fincorp Limited is a well-established non-banking financial company registered with the Reserve Bank of India. It operates across 18 states and 2 Union Territories, reinforcing its commitment to serve a broad and diverse customer base.

With assets under management totaling ₹35,631 crore as of March 31, 2025, and a dedicated team of approximately 3,590 employees, PFL remains well-positioned to continue delivering strong results.

Broad Lending Portfolio

The company offers a wide range of loan products including pre-owned car loans, personal loans, and business loans, among others.

This diversified approach enables Poonawalla Fincorp Limited to meet the varied financial needs of individuals and enterprises, while ensuring a balanced portfolio to manage market fluctuations effectively.

Customer-Centric Transformation

The launch of the AI-enabled platform reflects Poonawalla Fincorp Limited’s broader mission to provide customers with timely, empathetic, and personalized services.

By introducing faster, data-driven engagement strategies, the company aims to maintain a relationship of trust and transparency with its customers throughout their financial journey.

Moving Ahead with Innovation

Poonawalla Fincorp Limited’s AI initiative is not just a technology upgrade; it represents a larger organizational commitment to smart operations, customer satisfaction, and proactive risk management.

Guided by Arvind Kapil, the company continues to prioritize sustainable growth, responsible financial practices, and customer-centric innovations. As PFL evolves, it remains focused on offering better financial solutions while staying grounded in ethics and transparency.