Bajaj Finance AI bots handle 71% customer service, Rs 2,500 crore
Bajaj Finance, in its Q1FY27 earnings call reported by medianama.com, said that AI bots now handle 71% of its DIY customer service volumes and drove Rs 2,500 crore in disbursements during the…
The Story in Brief
Bajaj Finance, in its Q1FY27 earnings call reported by medianama.com, said that AI bots now handle 71% of its DIY customer service volumes and drove Rs 2,500 crore in disbursements during the quarter. AI contributed 17-18% of consumer personal loan originations, with voice bots and data together accounting for close to 20%. The company analysed 45 million customer interactions through voice and text AI, generating 4 lakh additional offers and Rs 517 crore in disbursements from better consumer insight.
The lender is expanding its AI unit from 230 to 400 people and adding 300 employees to its digital platform team. It expects the digital platform to deliver Rs 50,000 crore of business this year, and aims for Rs 100,000 crore next year through AI and tech transformation. Execution on AI costs is controlled by using proprietary models and flash-to-mini models rather than full large language models, with voice AI costing about one-third of a human agent.
The Indian Opinion
The numbers are impressive, but the real test will be whether AI can sustain growth without silently weakening risk frameworks. Bajaj Finance’s own cost discipline, keeping AI cheaper than human labour, is sensible, but watch for edge cases in underwriting as models scale. The question is not whether AI works, but whether it can handle a downturn without introducing new systemic risks.
Source: medianama.com
This story was synthesised by AI from the source linked above.
