India’s leading consumer lender, Bajaj Finance, is aggressively embedding AI technology across its business — especially in customer call processing. During its third-quarter earnings call, the company revealed that while about 20 million customer calls have already been handled using AI systems, this figure is expected to balloon to 100 million within the next year.
The goal is to scale AI-driven voice analysis not just for volume but also for quality — converting conversations into structured data that can feed personalised offers and insights.
Efficiency Gains and Business Impact
According to company executives, early AI implementation has already delivered 25 – 45 percent improvements in operational efficiency compared to traditional methods. AI tools are being used to convert voice to text, enabling structured analysis, better customer profiling, and more effective cross-selling.
So far:
- AI-assisted data from collected calls helped generate around 100,000 new lending offers where information was previously unavailable.
- AI-influenced call interactions have already contributed significantly to business volumes, including loan disbursements worth Rs 1,600 crore and additional lending insights.
This demonstrates how AI isn’t just automating routine tasks — it’s uncovering business opportunities hidden in conversations that human analysis might miss.
Beyond Call Centres: The AI Ecosystem
Bajaj Finance isn’t limiting its AI usage to call analytics alone. The company already operates 11 conversational AI bots that facilitate interactive customer engagement — replacing one-way messaging (like SMS) with responsive voice and text interactions.
Plans are underway to expand this AI coverage across all 26 of the company’s product categories by mid-2026, making AI a key interface for customer service, eligibility queries, transactions, and more.
Looking Ahead: Consumer AI Platforms
The company is also building a next-generation AI-enabled consumer platform set to launch by mid-2026. This platform could allow users to choose between a classic app interface or a richer, AI-driven experience with smarter recommendations, automated text summaries, and personalised assistance.
In the longer term, Bajaj Finance plans to deploy 800+ autonomous AI agents across functions like sales, operations, HR, and IT, signalling a future where AI plays a central role in both customer engagement and internal efficiency.
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