Bajaj Finance is going all-in on artificial intelligence, and for the first time, it is telling investors exactly how much of its business is already being shaped by it. On its Q3 FY26 earnings call, vice chairman and managing director Rajeev Jain said the company has moved beyond experimentation and is now tracking measurable outcomes. “We have now started to metricize AI… from innovation, we are now tracking implementation and the benefits that it’s delivering to the business,” Jain said.
The company said AI is being applied “across the full life cycle of a customer”, spanning sales, service, point-of-sale verification and document processing.
The AI that ‘listened’ to 20 million calls
One of the most striking disclosures on the call was about how aggressively the company is turning customer conversations into data. “AI listened to 20 million calls, converted voice to text, and gave us data,” Jain said.
The company said this is already changing what it can sell to customers. It disclosed that “text to data conversion happened for 5.2 lakh customers” and that the exercise generated “100,000 new offers” that were previously unavailable. In simple terms: Bajaj Finance is mining its own voice and text interactions at scale, and using that to expand credit offers.
While most of the internet was awestruck by the response, some also raised questions about the legality of the situation where AI is listening to the calls. “Under the Digital Personal Data Protection Act, 2023 & Information Technology Act, 2000, Call Recording & AI-based transcription are lawful if customers are informed and the data is used only for disclosed purposes,” Siddharth Chandrashekhar, Advocate and Legal Counsel advising Tech & Media entities, told financialexpress.com.
“Converting voice to text and generating new offers amounts to profiling, which is permitted so long as consent is valid, data is secured, and customers can withdraw consent. If the profiling influences lending decisions, governance expectations under the Reserve Bank of India become relevant, particularly around fairness and algorithmic accountability,” he added.
He also said that for a listed entity, public disclosure also implies regulatory vetting under securities norms.
AI call centre disbursed Rs 1,600 crore
Among the metrics disclosed, Bajaj Finance said AI is already contributing to disbursements. “The loan disbursements through the AI call centre came in at Rs 1,600-odd crores,” Jain said. The company also said that data conversion from those calls led to “another Rs 325 crores of volumes”.
46 million face matches for identity checks
Bajaj Finance also said it has deployed AI-based identity verification at branches and points of sale. “At branch and point of sale… we did 46 million face matches to ensure this is the same customer,” Jain said, adding that it gives the company “much better control over identity.”
The company said it is shifting customer communications away from one-way messages. “Rather than sending dumb SMSs for 11 products now, we have an AI text BOT,” Jain said. The company currently has 11 AI text bots live, and plans to scale it across its product portfolio. “The company has 26 products. All 26 will be live between April and May ’26.”
Document processing and onboarding automation
Bajaj Finance said AI is being used to automate onboarding workflows and document processing. Jain said the company has mapped 43 document types, where an image can be extracted with “95%-96% accuracy” and data is auto-filled into its platforms. The company said automated document quality checks are currently at 41%, and it expects this to rise to “between 85% and 90%” over the next 15 months.
AI-generated marketing content at scale
Bajaj Finance said it is using AI to generate creative assets. “100% of videos are now generated by us using AI, 100% of banners are generated using AI,” Jain said. The company disclosed that it generated 2.7 lakh videos and 1.2 lakh banners using AI.
The company said it is investing in AI agents for internal operations. Jain said Bajaj Finance expects to have “800+ autonomous agents across sales, operations, HR, IT, risk and DMS in the next fiscal.”
It also said it is building a new “Consumer AI” platform for its app and web experience, which could allow customers to choose between “classic mode or AI mode” by May-June 2027.
Now, this can mean two things. For investors, this shows how Bajaj Finance is using AI to lower costs and improve conversion and for consumers, this might mean that they would not receive the same textbook SMS and instead will have customised offers based on their priorities.