Poonawalla Fincorp Limited (PFL) has announced the implementation of an advanced AI-powered debt management platform to transform its debt management and collections processes.
Key highlights:
- The platform utilizes an advanced engine to analyze data from customer interactions across digital communications, tele-calling, and field operations.
- It offers a multi-layered, multi-channel intervention mechanism, reducing manual effort typically needed for collection communications.
- The system enables leveraging over 100 micro-strategies tailored to customer profiles, communication channels, and optimal engagement timings.
- Implementation of an automated channel allocation process has reduced time from 3-4 days to under 3 hours, facilitating faster customer engagement post-delinquency.
- The platform is augmented with predictive AI/ML models, delivering 2-3X sharper risk assessment compared to traditional models.
- PFL is also using a GenAI-enabled automated call audit mechanism to monitor collection agent interactions, ensuring compliance and enhancing accountability.
Mr. Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, stated, “Our adoption of AI in debt management is not just about automation —it’s about smarter, data- driven decisions that improve outcomes. By combining predictive insights with governance controls, we are redefining collection strategies to be more effective, ad aptive, and responsive to customer engagement."
Over the last six months, the synchronization of technology with collection goals has supported PFL in improving efficiency.
The company reported an AUM of ₹35,631 crore as on March 31, 2025, and employs around 3590+ people as of March 31, 2025.