Poonawalla Fincorp Limited (PFL), a Cyrus Poonawalla Group-promoted NBFC specializing in Consumer and MSME lending, has announced the implementation of an advanced AI-driven debt management platform, aimed at transforming its collection processes and redefining customer engagement in the lending sector. The initiative focuses on enhancing process efficiency, strategic execution, and governance frameworks.

At the heart of this transformation is an intelligent engine that autonomously analyzes customer interaction data—including digital communications, tele-calling, and field operations—and enables a multi-layered, multi-channel intervention strategy. This technology eliminates 4–5 days of manual effort typically required for managing collections, by offering over 100 micro-strategies tailored to customer profiles, preferred communication channels, and ideal engagement timings.

By introducing an automated, human-less channel allocation process, PFL has cut down allocation times from 3–4 days to under 3 hours, ensuring faster customer outreach following delinquency, across tele-calling and field teams.

Commenting on the development, Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, said, “Our adoption of AI in debt management is about smarter, data-driven decision-making that improves outcomes. By integrating predictive insights with strong governance, we are making our collection strategies more adaptive, effective, and customer-focused."

The platform also leverages AI and machine learning to provide 2–3X sharper risk assessments compared to traditional models. Additionally, PFL has integrated a GenAI-enabled automated call audit system to monitor collection agent interactions, ensuring compliance with governance standards and enhancing operational accountability.

Over the past six months, the alignment of technology with collection objectives has significantly boosted PFL’s efficiency. Guided by a risk-first approach, the company remains committed to simplifying lending, delivering exceptional customer experiences, and maintaining robust governance standards.