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Poonawalla Fincorp Strengthens Digital Operations with New AI Tools for Marketing and Compliance

 Poonawalla Fincorp Limited (PFL), a Mumbai-based non-banking financial company, has rolled out artificial intelligence-driven systems to upgrade its marketing and compliance operations. The company’s latest tech-driven approach marks a major step toward simplifying customer interaction and improving regulatory processes through in-house innovation.

Poonawalla Fincorp


Smarter Customer Targeting with AI

A significant part of this upgrade is the adoption of an AI-based customer profiling system. PFL has successfully created over 100 unique customer segments to better understand its borrowers and deliver more precise outreach across digital platforms.

Using these data-backed customer personas, PFL now focuses its efforts on identifying borrowers with strong profiles across online platforms. This helps reduce inefficiencies in acquisition and ensures communication is relevant and timely.

In addition, the company has activated between 80 to 100 automated retargeting campaigns across its website and mobile app. These initiatives use live customer data to adjust messaging strategies based on user behavior and geographical information, making the marketing approach sharper and more user-focused.

Also read - How Companies Are Leveraging AI In Customer Service

Enhanced Digital Experience for Customers

To complement its marketing improvements, PFL has also redesigned its website with customer ease in mind. The updated portal now includes a self-service dashboard, allowing customers to access key features without needing third-party assistance.

This interface includes QR-code-based referral features to encourage word-of-mouth expansion and a tool to check credit scores online. These additions are designed to make the borrowing experience more transparent and efficient for users.

Further improvements are planned in the next phase. These include the introduction of an AI-powered chatbot for round-the-clock customer assistance and multilingual support in five more languages. This upgrade aims to enhance access and responsiveness, particularly for customers who prefer regional languages.

Internal Compliance Made More Agile

Alongside external improvements, PFL has developed an in-house AI compliance engine designed to interpret and respond to advisories issued by the Reserve Bank of India. The system automatically maps new advisories to internal policy documents and identifies specific areas that need urgent review or updates.

This tool not only highlights the relevant policy clauses but also suggests actionable steps for the compliance team, saving time and reducing the chances of oversight.

Also read - Revolutionizing Customer Service with Artificial Intelligence

In its next development stage, the platform will be enhanced to automatically generate detailed compliance reports. This move is expected to reduce documentation and approval timelines from a few days to a few hours, streamlining internal workflows significantly.

Leadership Commentary on AI Integration

Arvind Kapil, Managing Director and CEO of Poonawalla Fincorp, emphasized the importance of AI in building a future-ready organization. “We view AI as a catalyst for responsible innovation,” he said, underlining the company’s focus on practical and sustainable digital adoption rather than flashy upgrades.

PFL’s new strategy ensures that technology adoption translates into real-world efficiency and improved customer experience rather than being a mere formality.

Broader Use of AI Across Operations

This latest development isn’t an isolated one. Over the past year, PFL has already applied AI-based systems in areas such as debt recovery, human resource functions, loan underwriting, and internal auditing. These earlier implementations have laid the foundation for today’s more specialized efforts in marketing and compliance.

By extending AI across both customer-facing and internal functions, PFL is actively building a scalable digital ecosystem that can handle both growth and regulatory complexity.

Also read - Poonawalla Fincorp Embraces AI to Transform Marketing and Compliance Operations

Conclusion

Poonawalla Fincorp’s focus on AI-driven transformation in marketing and compliance operations highlights a shift toward deeper, more strategic technology adoption. From advanced targeting campaigns to self-serve portals and regulatory tools, the company is using digital systems to bring speed, accuracy, and customer convenience into everyday operations. As future updates roll out, this balanced use of automation and personalization is expected to define how the company serves customers and meets compliance standards in the years ahead.

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