AI Chat and Bot Calls Drive Rs 5520 Crore Loan Generation in FY26, Says Sanjiv Bajaj
MUMBAI: Bajaj Finance is leveraging automated calls and AI technology to drive significant loan disbursals. In a recent letter to shareholders, Sanjiv Bajaj, chairman and managing director of Bajaj Finserv, revealed that the company achieved over Rs 5,520 crore in loan disbursals in FY2026 through conversational AI bots. He noted that AI converted more than 52 million voice logs into text, facilitating disbursals of Rs 697 crore.
The use of conversational data is reshaping the lending landscape. Bajaj Finance is transforming unstructured data into structured datasets, allowing for better insights into customer intent, eligibility, and risk. This process streamlines credit decisions, compressing what was once a multi-step interaction into a single engagement.
Strategic Shift to FinAI
Bajaj highlighted a strategic pivot towards becoming a FinAI enterprise, initiated in December 2025. This transformation is supported by an advanced AI-driven technology architecture that integrates intelligence across all processes. The goal is to enhance customer engagement, boost revenue, reduce operational costs, optimize credit risk, improve productivity, and strengthen financial governance.
The AI architecture is built on four pillars: Enterprise AI, Consumer AI, Agentic AI, and Data AI. These systems facilitate human-like conversations, data extraction from documents, and personalized product offerings. Bajaj emphasized that the implementation of these technologies is already underway and is expected to yield cost and productivity benefits within the next 12 to 18 months. The group is committed to adhering to responsible AI principles, focusing on fairness, transparency, privacy, and security.
Applications Beyond Lending
Bajaj Finserv is also applying its AI capabilities in the healthcare sector. The company has developed tools for fraud detection, automated claims management, and document digitization using GenAI. These services are utilized in daily claim processing and are also offered to clients, expanding the reach of their AI-driven solutions.
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