IndiaFinance and insurance2026 – ongoingBajaj Finance
Conversational AI for lending and customer service
Bajaj Finserv reported that conversational AI enabled ₹5,520 crore in Bajaj Finance loan disbursals
Problem
Bajaj Finance needed to handle customer service and loan-sales conversations at scale.
Approach
Bajaj Finance used conversational AI in lending and voice and text bots in servicing. Its parent reported FY2026 operating figures for these uses.
Results
₹ 5,520 croreFY2026 loan disbursals enabled by conversational AI at BFL, reported by Bajaj Finserv
65%customer servicing through AI voice and text bots at BFL, reported by Bajaj Finserv
Takeaway
AI-enabled loan volume does not establish additional lending caused by AI.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Bajaj Finserv2026
Bajaj Finserv attributed ₹5,520 crore of BFL loan disbursals to conversational AI. It also reported that AI voice and text bots handled 65% of customer servicing.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026