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Poonawalla Fincorp Limited (PFL), a Cyrus Poonawalla Group-promoted NBFC focused on consumer and MSME lending, has announced the deployment of artificial intelligence (AI) solutions to enhance digital customer engagement and streamline regulatory compliance.
The company is leveraging AI to build a data-driven marketing ecosystem that improves customer targeting, lowers acquisition costs, and delivers personalized digital experiences. PFL has created over 100 customer personas using AI-driven analytics, enabling more effective engagement strategies across platforms.
“Our aim is to combine predictive technology with human oversight to deliver responsible, future-ready innovation,” said Arvind Kapil, Managing Director & CEO of PFL. “This isn’t just digital transformation—it’s about delivering accuracy, speed, and governance at scale.”
The company has launched 80–100 automated retargeting campaigns and revamped its website to include features like a self-serve portal, QR-based referrals, and instant credit score checks. Upcoming updates include AI-powered 24/7 support and multilingual access, alongside the use of generative AI for scalable content creation.
On the compliance front, PFL has developed an in-house AI tool that scans new RBI advisories, maps them to internal policies, and flags areas needing action. This tool significantly reduces the time required to assess and respond to regulatory changes, with future updates enabling auto-generation of compliance notes.
This dual-track investment in front-end personalization and back-end governance reflects PFL’s commitment to becoming a technology-forward, compliant, and customer-centric lender. The firm has also integrated AI into debt management, HR, underwriting, and audit functions.
With these advancements, PFL aims to simplify lending, enhance customer satisfaction, and reinforce its position as a digitally agile and responsible financial services provider.
