Bajaj Finance Expects AI-Driven Benefits for Customers and Employees in FY27

Bajaj Finance Expects AI Benefits to Materialize in Current Financial Year

Mumbai: Bajaj Finance, a leading non-bank lender, is optimistic about the benefits of its investments in artificial intelligence (AI) becoming visible to both employees and customers in the current financial year. According to Rajeev Jain, vice-chairman and managing director, the company's AI unit has seen significant growth, with 203 people employed at the end of March, and plans to increase its headcount to 363 by FY27.

The company has been investing in training existing machine learning professionals to leverage AI capabilities. As a result, the number of outbound voice agents has decreased, and 30% of them are now AI voice agents, which has led to a significant reduction in costs. Jain emphasized that the AI team's critical needs, including computing power, internal sponsorship, and real-world use cases, are now being provided.

In the three months to December, Jain presented data highlighting the impact of AI on the business. The AI system listened to 20 million calls, converted voice to text, and provided data to the company, resulting in 100,000 new offers for 520,000 customers.

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Bajaj Finance has seen tangible improvements following the introduction of AI. For instance, in 2025, the company processed 600,000 loans on a single day in peak Diwali, a significant increase from the pre-AI level of 100,000 loans per day.

The company reported strong financial results, with consolidated assets under management (AUM) crossing ₹5 trillion and standing at ₹5.09 trillion. The company posted a net profit of ₹5,553 crore in Q4 FY26, a 22% increase from ₹4,546 crore in Q4 FY25.

Key Financial Highlights

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Meanwhile, the company expects strong growth in its gold loan portfolio, with the book growing 115% year-on-year (y-o-y) to ₹17,831 crore, comprising 3.5% of Bajaj Finance's total loans. The lender expects this to cross 5% of total loans in FY27.

The micro, small, and medium enterprises (MSME) segment continued to see muted growth, growing by 6% due to proactive risk actions taken by the company since Q2 FY26. Jain expects MSME growth to return to double-digit growth between Q2 and Q3 of FY27.

Bajaj Auto managing director Rajiv Bajaj has decided not to offer himself for re-election as a non-executive director of Bajaj Finance.