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How Poonawalla Fincorp Limited is Using AI to Redefine Customer Experience and Compliance

 Poonawalla Fincorp Limited, a non-banking financial company based in Mumbai, has taken significant steps to upgrade its digital infrastructure by incorporating artificial intelligence across its marketing and compliance units. The initiative is aimed at creating a more responsive customer interface while improving internal processes for regulatory alignment.

Poonawalla Fincorp


Detailed Customer Profiling Using AI

A central feature of this transformation is the development of over 100 AI-based customer personas. These personas are generated using behavioral data and insights collected through digital platforms. By studying how users engage online, Poonawalla Fincorp Limited is able to categorize them into smaller groups with distinct characteristics.

Also read - Poonawalla Fincorp Limited Deploys AI Tools to Boost Marketing Precision and Compliance Efficiency

This detailed segmentation allows the company to fine-tune its marketing efforts, ensuring that content is relevant to each group’s interests. As part of this change, the company has launched nearly 100 automated campaigns that adjust according to user interaction, browsing behavior, and geographic data.

Personalized Campaigns Across Devices

Poonawalla Fincorp Limited has ensured that these campaigns work cohesively across both its website and mobile application. This provides users with a consistent brand experience no matter which device they use. The AI system also powers retargeting efforts, allowing the company to reconnect with users who did not complete their previous interactions.

If a customer browses a loan product but does not apply, the system notes the behavior and may send follow-up messages or reminders. These targeted communications are designed to improve conversion rates and reduce user drop-off.

Also read - How Companies Are Leveraging AI In Customer Service

Enhanced Website Features for Independent Use

In addition to the marketing upgrades, Poonawalla Fincorp Limited has redesigned its website to give users greater control. The platform now includes a self-service section where visitors can check their credit score, explore available loan products, and make referrals.

Referral functionality has been made more accessible through QR codes, and users can monitor rewards on their own. These features reflect the company’s broader goals of enhancing digital accessibility and promoting informed financial decisions. The next update will bring support in five regional languages and a chatbot-based virtual assistant for round-the-clock help.

Internal Compliance Gets Smarter

Internally, Poonawalla Fincorp Limited has applied artificial intelligence to support its compliance function. A newly developed tool is now in use to track updates from the Reserve Bank of India. The system scans these updates and compares them with existing internal policies.

If changes are required, the system not only flags them but also recommends the next steps. This has significantly improved the speed of compliance alignment. The next version of this tool will go a step further by automatically creating compliance reports, reducing a multi-day task to just a few hours.

Management’s Vision

According to Arvind Kapil, Poonawalla Fincorp’s CEO, the goal is to use artificial intelligence not simply for automation but for building smarter systems that benefit all stakeholders. He emphasized that the company is investing in technology that provides meaningful utility for customers, employees, and regulators.

Artificial intelligence is already embedded in several other departments, including human resources and debt management. This current expansion shows how seriously the company is taking the role of technology in its long-term strategy.

Also read - Revolutionizing Customer Service with Artificial Intelligence

Committed to Scalable Innovation

This is not the first time Poonawalla Fincorp Limited has turned to digital solutions. Previous tech deployments have helped improve loan disbursement timelines and made audit processes more efficient. The ongoing integration of artificial intelligence is part of a broader roadmap to become more scalable and digitally advanced.

Future plans include expanding language options, introducing predictive analytics, and building customer services that respond to individual user behavior. These steps show the company’s intent to remain ahead in an evolving financial market.

Conclusion

The incorporation of artificial intelligence across its marketing and compliance functions signals Poonawalla Fincorp Limited’s commitment to innovation and customer satisfaction. By improving segmentation, enabling automated interactions, and streamlining internal reviews, the company is creating a stronger foundation for growth. These efforts not only enhance operations but also reflect a forward-thinking approach in the highly competitive non-banking financial space.

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