NBFCs put AI to work across lending chain

Leading non-banking financial companies (NBFCs) are increasingly deploying artificial intelligence (AI) across the lending value chain — from customer acquisition and underwriting to servicing and collections — to drive growth and improve cost efficiencies.

- AATHIRA VARIER

These lenders are embedding AI and generative AI (GenAI) into their operations, using data analytics, conversational interfaces, and autonomous agents to sharpen decision-making, personalise customer engagement, and strengthen risk underwriting and portfolio management.

In a recent analyst call, Bajaj Finance said AI has enabled it to analyse 20 million calls and convert voice into text for 520,000 customers. This exercise generated 100,000 new offers for which the company previously lacked information. “We will be able to listen to 100 million calls next year and convert voice into text as we move forward — initially for sales, then for service and subsequently for debt management services (DMS),” said Rajeev Jain, vice-chairman, Bajaj Finance.