Poonawalla Fincorp has launched a conversational AI platform designed to autonomously handle up to 80% of voice and chat interactions across channels, with complex cases routed to human agents, whilst embedding AI across 57 broader initiatives spanning credit, risk, compliance and operations—41 of which are already deployed. The unified customer experience platform features multi-agent AI orchestration with real-time contextual insights including customer history, loan risk indicators and sentiment analysis to improve first-contact resolution and compliance.
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