“FinAI remains central to our long-term vision, and we are on track to become a future-ready financial services company,” said Rajeev Jain, Vice Chairman of Bajaj Finance Limited (BFL) during the company’s Q2 FY26 earnings call. “AI implementation across each line of business continues to move forward and should start to reflect in costs and productivity benefits over the next 12 to 18 months,” he added.
Meanwhile, the company’s Q2FY26 investor presentation calls FinAI the foundation of “BFL 3.0 – a FinAI Company”, describing it as an AI-enabled technology architecture integrating artificial intelligence across all business processes.
For context, Bajaj Finance has identified 123 high-impact areas across functions with respect to FinAI, with 80 expected to go live by February 2026. Also, Jain mentioned that senior management now spends nearly 15% of its time on FinAI transformation.
FinAI: Scaling AI Across Products and Customer Journeys
AI systems are already embedded across origination, servicing, and marketing functions. Moreover, the company is leveraging automation at scale.
- 442 AI voice bots contributed Rs. 1,980 crore in personal loan disbursements in Q2, accounting for 18% of call-centre originated loans.
- Five AI conversational text bots are live across EMI Card, Extended Warranty, Personal Loan, Health Insurance, and Life Insurance.
- 85% of customer-service resolutions were handled by AI-powered bots.
- In B2B operations, 42% of loan-application quality checks were performed by AI, enabling the company to process 650,000 applications in a single day “with zero compromise in operation and compliance risk”.
- On the marketing side, 42% of digital banners and all videos were AI-generated, signalling deeper generative-AI integration.
“We foresee that all our communication by March 2026 would have a bot in it, depending on the product,” Rajeev Jain explained, adding that the pace of deployment “will now increase very rapidly as we get into the second half of the year”.
Additionally, Bajaj Finance is piloting AI-based face-reconciliation technology across 300 points of sale and gold-loan branches. “[It will] identify existing customers and create a frictionless experience when they walk into these branches,” Rajeev Jain said, noting that the pilot will go live by December 2025.
Notably, Bajaj Finance booked 12.17 million new loans during the quarter, and added 4.13 million new customers, taking its total base to 110.64 million. Moreover, around 75% of new loans were sourced through digital or omni-channel journeys, reflecting deeper FinAI integration.
The Q2FY26 investor presentation further highlights AI-driven analytics that extract “meaningful data variables” from audio recordings to enhance underwriting and customer insights.
Efficiency Gains and Cost Discipline
The company’s operating efficiency improved year-on-year (YoY). The Opex-to-Net Total…
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