India’s leading consumer lender, Bajaj Finance, is aggressively embedding AI technology across its business — especially in customer call processing. During its third-quarter earnings call, the company revealed that while about 20 million customer calls have already been handled using AI systems, this figure is expected to balloon to 100 million within the next year. The goal is to scale AI-driven voice analysis not just for volume but also for quality — converting conversations into structured data that can feed personalised offers and insights. Efficiency Gains and Business Impact According to company executives, early AI implementation has already delivered 25 – 45 percent improvements in operational efficiency compared to traditional methods. AI tools are being used to convert voice to text, enabling structured analysis, better customer profiling, and more effective cross-selling. So far: AI-assisted data from collected calls helped generate around 100,000 new lending offers where information was previously unavailable. AI-influenced call interactions have already contributed significantly to business volumes, including loan disbursements worth Rs 1,600 crore and additional lending insights. This demonstrates how AI isn’t just automating routine tasks — it’s uncovering business opportunities hidden in conversations that human analysis might miss. Beyond Call Centres: The AI Ecosystem Bajaj… Read MoreBusiness Archives – Trak.in – Indian Business of Tech, Mobile & Startups
