MUMBAI: An avalanche of automated calls, often dismissed as an irritant, is being recast as a powerful lending engine at Bajaj Finance. In his letter to shareholders, Sanjiv Bajaj, chairman and managing director of Bajaj Finserv, has laid out how conversational data that is captured, transcribed and analysed at scale is quietly transforming the economics of credit. “Through conversational AI bots (voice and text), BFL achieved over Rs 5,520 crore in loan disbursals in FY2026,” he wrote in his letter to shareholders, adding that “AI converted over 52 million voice logs into text which, in turn, enabled disbursals of Rs 697 crore.” What begins as routine outreach with millions of calls and messages ends as a structured dataset, with each response mined for signals of intent, eligibility and risk.The implication is that unstructured data is moving to the centre of lending. Bajaj Finance is effectively industrialising conversation, turning ephemeral exchanges into durable inputs for machine-learning models. Speech is converted into text, text into insight and insight into near-instant credit decisions, compressing what was once a multi-step process into a single interaction.This capability forms part of a broader strategic pivot. “In December 2025, we embarked on a transformative journey to become a FinAI (financial AI) enterprise, fuelled by an advanced AI-driven technology architecture that integrates intelligence across all processes,” Bajaj notes. The aim, he adds, is to “enhance customer engagement, boost revenue, reduce operational costs, optimise credit risk, improve productivity and strengthen financial governance.”The architecture rests on four pillars. “Enterprise AI: Voice AI, Text AI, Vision AI, Content AI, Tech AI, and AI for business intelligence together form an end-to-end AI portfolio,” he writes, describing systems that enable “human like voice and text conversations, data extraction from images and documents, on demand content creation” and accelerated software development. Alongside this sits “Consumer AI” to personalise products, “Agentic AI” where “autonomous, intelligent agents… can reason, plan, adapt and collaborate across systems,” and “Data AI” to transform unstructured inputs into structured insights and custom credit models.“We are building an AI-based financial services institution where intelligence is embedded in every decision,” Bajaj said, with implementation already under way and expected to “reflect in costs and productivity benefits in the next 12-18 months.” The group stresses that this push will adhere to “responsible AI principles based upon fairness, transparency, privacy and security.”Beyond lending, the same toolkit is being deployed in healthcare. “Using GenAI, Bajaj Finserv Health has built capabilities for healthcare ecosystem like fraud and abuse identification, automated claims management, document digitisation and more,” Bajaj notes, adding that “these services are not only used in daily claim processing by us but also offered as service to clients.”
