Bajaj’s AI Break-out: 20 million calls, 1 lakh new offers, Rs 1,600 crore disbursed

During its latest earnings call, Bajaj Finance iterated that AI will support a gradual shift in its growth mix from sourcing new customers to extracting more value from its existing base.

• Bajaj Finance uses AI to enhance cross-selling and productivity.
• AI tools processed 2 crore calls, creating new sales opportunities
• AI bots to replace mass messaging, expand to 26 products by May 2026

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Bajaj Finance is embedding artificial intelligence across its operations to drive cross-selling, improve productivity, and lower operating costs, with management indicating that technology-led execution will define the lender’s next phase of growth.

Speaking during the company’s Q3 FY26 earnings call, Managing Director Rajeev Jain said the firm has begun integrating AI into its customer engagement, underwriting, and servicing framework as part of a broader digital transformation.

The company has already deployed AI tools to analyse customer interactions at scale. AI systems have processed roughly 2 crore customer calls, converting voice interactions into usable data and generating new sales opportunities that were previously not captured, Jain said.

“AI listened to 2 crore calls, converted voice to text, and gave us actionable data. Text-to-data conversion happened for 5.2 lakh customers. As a result, we generated 100,000 new offers for which we did not have information earlier,” Jain said. He added that this capability, which did not exist in Q1 and Q2, was deployed recently, and the company plans to scale it to analyze 100 million calls next year.

This has translated into incremental business generation, including loan disbursements sourced through AI-enabled call centre engagement, underscoring management’s view that data-led customer mining will increasingly supplement traditional acquisition-led growth.

AI-powered call centers have already facilitated loan disbursements of around Rs1,600 crore in Q3FY26, accounting for roughly 10% of the quarter’s total disbursals of Rs 16,545 crore. Additional volumes of ₹325 crore were driven by insights from the call data, Jain noted, emphasizing that this is just the company’s “first attempt” at leveraging AI at scale.

“This capability did not exist earlier. It has now been deployed and will scale significantly,” Jain said, adding that the company expects to expand such usage materially over the next year.

Pivot from ‘hunting’ to ‘farming’

During its latest earnings call, Bajaj Finance iterated that AI will support a gradual shift in its growth mix from sourcing new customers to extracting more value from its existing base.

The company expects its business mix to move from roughly 60% acquisition-driven (“hunting”) and 40% cross-sell-led (“farming”) to the reverse over the next three to four years, as analytics improves product discovery and targeting.

Management sees this transition as critical to scaling efficiently as the lender works toward its long-term target of significantly expanding its customer franchise by FY30.

Automation to drive efficiency gains

AI deployment is also being used to automate internal processes such as document recognition, onboarding workflows, and technology development.

The company said automated document extraction across multiple customer records is already achieving high accuracy levels, while AI-led coding and development tools are delivering productivity improvements, particularly on digital platforms.

Jain said these efficiencies are expected to reduce operating costs and improve turnaround times, especially as customer interactions shift further toward digital channels.

Conversational interfaces to replace mass messaging

Bajaj Finance is rolling out AI-driven conversational bots across its product suite to replace one-way customer communication with interactive engagement.

The company currently has multiple AI text bots live and plans to extend conversational interfaces across all 26 products between April and May 2026, embedding AI into both service and sales interactions.

Strategic focus on cost of acquisition and scalability

Management emphasised that lowering customer acquisition costs remains a central objective, with AI expected to help monetise the company’s large existing customer base more efficiently.

“The biggest issue in financial services remains cost of acquisition,” Jain said, noting that deeper analytics-led engagement should help improve credit outcomes and operating leverage.

Long-term positioning

Bajaj Finance said AI integration will be rolled out in phases and is part of a continuing technology evolution rather than a one-time shift.

The lender believes the combination of AI-driven cross-sell, automation, and digital servicing will help sustain profitability metrics while enabling balance sheet expansion over the medium term.