Poonawalla Fincorp (PFL) has launched a next-generation conversational AI platform designed to enhance its customer service capabilities across multiple channels. This innovative platform aims to autonomously resolve up to 80% of voice and chat interactions, which is expected to significantly reduce service costs while improving customer experience. Complex cases requiring human empathy will still be handled by human agents, allowing teams to focus on high-value tasks. The platform features an industry-first contextual interface that provides real-time insights, including customer history and sentiment analysis, enabling quicker resolutions and stronger compliance. Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, emphasized that AI is a structural shift in their business model, enhancing not just customer service but also credit, risk management, and operational productivity. With 57 AI initiatives in total, PFL is embedding intelligence into its operations to set new benchmarks in the financial services industry, while maintaining a focus on responsible lending and portfolio quality.