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AI-Powered WhatsApp Bots Redefine HR Support at Poonawalla Fincorp

 Poonawalla Fincorp Limited, a prominent name in the non-banking financial services sector, has taken a significant leap in digital transformation by integrating Artificial Intelligence (AI) into its Human Resources (HR) operations. At the heart of this innovation is the use of WhatsApp-powered AI bots designed to enhance employee support and streamline HR processes. This initiative is part of a larger strategy to leverage technology for operational excellence, driven by the leadership of the newly appointed Chief Technology Officer (CTO), Salil Hajarnis.

A Vision for AI-Driven Transformation

Under the guidance of Salil Hajarnis, Poonawalla Fincorp has embraced an ambitious plan to revolutionize its HR Strategic Business Unit (SBU) with AI integration. Hajarnis brings a wealth of experience in enterprise architecture, software engineering, and AI-driven solutions. His track record of modernizing legacy systems and implementing innovative technologies positions him as a key figure in this transformation.

Salil Hajarnis


The introduction of WhatsApp-powered AI bots marks a milestone in the company’s journey toward creating a seamless employee experience. These bots provide instant, real-time assistance on common HR-related queries such as leave applications, payroll, policies, and benefits. This automation reduces dependence on human-operated systems, enhancing both speed and accuracy in handling employee needs.

Also Read: Transforming HR Operations with AI: A Strategic Leap in Financial Services

Enhancing Efficiency and Reducing Turnaround Time

The implementation of AI in HR processes at Poonawalla Fincorp has already demonstrated tangible results. By automating tasks like document verification and candidate screening, the company has reduced the average time to finalize job offers from approximately ten days to under one. This 90% reduction in turnaround time not only improves recruitment efficiency but also contributes to significant cost savings.

The WhatsApp bots further complement these efforts by eliminating repetitive, time-consuming tasks. HR professionals can now focus on more strategic and meaningful interactions, fostering a better workplace environment while maintaining operational efficiency.

Key Functionalities of WhatsApp-Powered AI Bots

The WhatsApp-powered AI bots deployed at Poonawalla Fincorp serve several critical functions, including:

  • Real-Time Query Resolution: Employees can receive instant answers to questions related to leave policies, payroll issues, and other HR processes.

  • Automation of Routine Tasks: Processes like leave applications and benefits tracking are automated, reducing errors and saving time.

  • Enhanced Accessibility: The use of WhatsApp, a widely adopted platform, ensures that employees can easily access support anytime, anywhere.

  • Streamlined Onboarding: New hires can use the bot to get real-time assistance during the onboarding process, making the transition seamless.

These functionalities not only improve employee satisfaction but also reflect the company's commitment to integrating cutting-edge technology into its operations.

Also Read: How Is AI Reshaping The Financial Sector

Leadership and Expertise Driving Change

The introduction of these AI innovations coincides with the appointment of Salil Hajarnis as CTO. Hajarnis’ leadership comes at a crucial time for Poonawalla Fincorp, as the company aims to strengthen its technology strategy.

With over a decade of experience across companies like Fiserv, Mastercard, and Capgemini, Hajarnis has been instrumental in driving digital transformations and creating AI-enabled solutions. At Fiserv, he led initiatives such as real-time integrations and platform modernization, which are now being adapted to suit the unique requirements of Poonawalla Fincorp. His global perspective across markets in North America, Europe, and Asia-Pacific adds a competitive edge to the company’s innovation roadmap.

Collaborating with IIT Bombay for AI Excellence

Poonawalla Fincorp has partnered with IIT Bombay to further its AI ambitions. This industry-academia collaboration aims to develop robust AI-driven solutions for HR and beyond. Dr. Pushpak Bhattacharyya from IIT Bombay’s Department of Computer Science and Engineering highlighted the transformative potential of AI in financial services. The partnership underscores the company’s commitment to creating efficient, technology-first models for business operations.

Balancing Automation with a Human Touch

While AI has transformed HR processes, Poonawalla Fincorp remains committed to maintaining a balance between automation and human interaction. The WhatsApp bots are designed to handle repetitive tasks, freeing up HR professionals to focus on strategic initiatives and employee engagement.

Arvind Kapil


“This is a transformative year for Poonawalla Fincorp as we intensify efforts to create a strong, customer-focused ecosystem. The integration of AI in our HR processes is just the start of our extensive plan to lead in digital innovation,” said Arvind Kapil, Managing Director and CEO of Poonawalla Fincorp.

Also Read: How IIT Bombay and Poonawalla Fincorp Came Up With AI Solution For HR

A Forward-Looking Approach to Employee Support

The integration of WhatsApp bots into HR operations is a testament to Poonawalla Fincorp’s forward-looking approach. By leveraging AI, the company has not only enhanced efficiency but also redefined employee support systems. With the leadership of Salil Hajarnis and collaborations like the one with IIT Bombay, Poonawalla Fincorp is setting benchmarks for AI-driven innovation in the financial services sector.

As the company continues to expand its digital capabilities, its focus on technology-driven transformation promises to deliver superior experiences for both employees and customers.

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