Bajaj Finance Ltd. is rapidly scaling its AI deployment across customer engagement, operations and internal processes, marking a shift from experimentation to measurable business impact. The lender has already processed 20 million customer calls using AI and plans to scale this to 100 million calls over the next year, Vice Chairman Rajeev Jain said during the company's third-quarter earnings call.
The company is now formally tracking AI-driven outcomes, signalling that the technology is becoming central to its operational and growth strategy.
AI systems are being used to convert customer conversations into structured data, helping Bajaj Finance identify new lending opportunities and improve engagement. So far, voice-to-text conversion has been completed for over 520,000 customers, generating around 100,000 new offers where usable customer data was previously unavailable.
AI-driven call centre interactions have already contributed significantly to business volumes. Loan disbursements originating from AI-assisted calls stood at Rs 1,600 crore, while insights derived from call data generated an additional Rs 325 crore in lending.
The company expects AI-powered voice analysis to expand beyond sales to customer service and dealer management systems over the coming year.
AI Expands Across Customer Communication
Beyond call analysis, Bajaj Finance is embedding AI across customer communication channels. The company currently operates 11 conversational AI bots, replacing traditional one-way messaging with interactive interfaces. These bots will be integrated across all 26 product categories by mid-2026.
AI is also transforming the company's marketing operations. All digital marketing videos and banners are now generated using AI, with 270,000 videos and 120,000 banners created during the period. This has enabled faster campaign execution and improved scalability.
In addition, AI-powered facial recognition systems have completed 46 million identity verification matches across branches and points of sale, strengthening fraud control and customer authentication.
Efficiency Gains and Next-Phase AI Platform
Bajaj Finance said AI adoption is already delivering efficiency improvements of 25% to 45% across technology and digital infrastructure functions. The company plans to deploy more than 800 autonomous AI agents across sales, operations, HR and IT in the next financial year to further enhance productivity.
Looking ahead, Bajaj Finance is developing a new AI-enabled consumer platform expected to launch AI-powered features, including automated summaries and enhanced app functionality, by mid-2026. By 2027, customers will have the option to switch between a traditional interface and an AI-led experience.
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