Poonawalla Fincorp Limited (PFL) has launched an extensive deployment of artificial intelligence-powered solutions across its marketing and compliance functions in a move aimed at transforming customer engagement and strengthening regulatory responsiveness.
The company is developing a comprehensive suite of AI-driven marketing solutions to create a data-rich, scalable ecosystem that sharpens customer targeting, reduces acquisition costs, and delivers hyper-personalised experiences.
Leveraging over 100 AI-generated customer personas, PFL is enhancing its digital reach and boosting performance marketing efforts, resulting in improved engagement and conversion efficiency.
With 80 to 100 automated retargeting campaigns now active across its web and app platforms, the company is tailoring communications based on real-time data and diverse customer variables, including geography and language. In parallel, a revamped digital interface features innovations such as QR-code-based referrals, credit score checks, and a self-serve customer portal.
Future plans include multilingual support in five languages and a GenAI-powered content platform capable of generating a tenfold increase in personalised content delivery.
In compliance, PFL has introduced a fully in-house AI platform that interprets Reserve Bank of India advisories, aligns them with internal policies, and recommends immediate action.
Initially operated with human review for accuracy, the system is expected to eventually auto-generate compliance notes that previously required two to three days, reinforcing governance speed without compromising oversight.
Arvind Kapil, Managing Director and CEO, Poonawalla Fincorp, remarked, “At Poonawalla Fincorp, we view AI as a catalyst for responsible innovation. Our aim is to develop an accurate, future-ready model that delivers unbiased and consistent output. We are anticipating customer needs and moving with agility in a fast-changing environment. This is not just digital transformation—we are making a deliberate effort to strengthen our marketing and compliance functions by combining predictive technology with human oversight.”
The company has already integrated AI across several domains, including debt management, human resources, underwriting, audit, and governance.
With a dual focus on front-end personalisation and back-end governance, PFL continues to pursue its mission of delivering seamless, inclusive, and compliant financial services at scale.
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