AI Call Insights
The company has achieved a significant milestone by leveraging artificial intelligence to process an astounding 20 million customer calls. This sophisticated
AI system meticulously converts spoken conversations into textual data, unlocking valuable insights that were previously difficult to extract. This transformation from voice to actionable data has already led to the creation of 100,000 new offers for customers, addressing information gaps that hindered previous engagement. The ambition is to dramatically scale this capability in the coming year, aiming to analyze an impressive 100 million calls across various business functions including sales, customer service, and dealership management systems (DMS). This expansion signifies a profound shift towards data-driven decision-making and personalized customer experiences, ensuring that every interaction contributes to a richer understanding of customer needs and preferences.
Automated Content Creation
Artificial intelligence is now the driving force behind the company's entire content production pipeline. In a remarkable display of technological integration, 100% of video and banner advertisements are now generated through AI. Over the recent period, this AI-powered approach resulted in the creation of a substantial 270,000 videos and 120,000 banners. This automation not only streamlines the creative process but also ensures a consistent brand message across all visual platforms. The efficiency gained allows for a much larger volume of marketing materials to be produced, catering to diverse campaign needs and reaching a wider audience with engaging, AI-crafted visuals. This marks a significant leap in how marketing assets are conceptualized and delivered, demonstrating AI's capability in creative domains.
Conversational Customer Engagement
The company is redefining customer communication by deploying AI-powered text bots, currently operating across 11 different products. These intelligent bots are replacing traditional, one-way SMS notifications with dynamic, conversational interfaces that allow for interactive dialogue. The strategic vision is to embed these AI bots into every product offering by April and May of 2026, ensuring that no customer communication will be sent without an integrated conversational AI element. This move promises a more engaging and personalized customer experience, allowing for immediate query resolution and tailored information delivery. The aim is to foster stronger customer relationships through intuitive and responsive digital interactions, moving beyond static messaging to genuine conversational engagement.
Enhanced Identity Verification
AI-driven identity verification processes have been significantly enhanced, with over 46 million face matches conducted for existing customers. These rigorous checks occur at branches and various points of sale, bolstering security and streamlining the customer onboarding and transaction processes. Furthermore, the AI call center has facilitated loan disbursements totaling ₹1,600 crores. The rich data derived from these AI-analyzed calls has also spurred an additional ₹325 crores in loan volumes, showcasing the direct financial impact of these advanced technological deployments. This dual focus on security and revenue generation highlights the multifaceted benefits of integrating AI into core business functions.
Operational Efficiency Gains
The strategic implementation of AI has yielded substantial improvements in operational efficiency, with gains ranging between 25% and 45%, particularly within digital infrastructure platforms. In some instances, efficiencies have reached as high as 45% to 47%. The company is also making significant investments in autonomous agents, with plans to deploy over 800 such agents across various departments including sales, operations, HR, and IT in the upcoming fiscal year. These autonomous agents are expected to further enhance operational efficiency, strengthen trust through consistent performance, and drive higher overall productivity across the entire business. This aggressive push towards automation and AI-driven agents underscores a commitment to accelerating business impact through measurable technological advancements.
Future AI Innovations
Looking ahead, the company is actively developing a new consumer AI platform, poised to introduce advanced features like AI-generated summaries and app-level AI functionalities between May and June of 2026. By May-June 2027, customers will be offered the choice to select between a traditional interface and an AI-enhanced mode within the same platform, providing a more personalized user experience. Continuous updates on the transformative impact of AI on its business operations will be provided quarterly, demonstrating a commitment to transparency and ongoing innovation. This forward-thinking approach ensures that the organization remains at the forefront of technological advancement, constantly seeking new ways to leverage AI for business growth and customer satisfaction.
