In a significant milestone for India’s financial technology sector, Bajaj Finance Limited revealed during its Q3 FY26 earnings call on February 3, 2026, that its artificial intelligence systems have successfully transitioned from cost-saving tools to direct revenue engines. The company reported that its AI-powered call centers contributed approximately ₹1,568 crore (rounded to ₹1,600 crore) in loan disbursements during the quarter.
Managing Director Rajeev Jain highlighted that the company is now “metricizing AI,” moving into a secondary stage of implementation where AI benefits are quantified across the customer lifecycle.
The “Voice-to-Value” Strategy
Bajaj Finance’s breakthrough lies in its ability to process massive amounts of unstructured data—specifically customer call recordings—that previously remained underutilized.
| Metric | Q3 FY26 Performance | Significance |
| Call Volume Analyzed | 20.7 Million Calls | Voice-to-text conversion for 100% of interactions. |
| AI-Generated Offers | 100,000 New Offers | Generated from data previously unavailable to humans. |
| Total AI Disbursement | ₹1,568 Crore | Contributed nearly 10% of total disbursement volume. |
| Voice Log Processing | ₹325 Crore | Additional volumes driven specifically by voice log data. |
Operational Efficiency & “Agentic AI”
The company is not just using AI for sales; it has embedded the technology into its core operational framework to drive productivity.
- Autonomous Agents: Bajaj Finance has already deployed over 800 autonomous agents across functions like Sales, HR, IT, and Risk. These agents assist in underwriting, screening, and internal ticket resolution.+1
- Marketing at Scale: 100% of the company’s banners and videos are now AI-generated. In Q3 alone, it created 2.7 lakh personalized videos for targeted campaigns.
- Customer Onboarding: AI-led “Auto Quality Checks” (QC) for documents have reached 41%, with the company targeting 85%–90% automation within the next 15 months.
- Self-Service: Nearly 48% of customer servicing is now handled through DIY AI voice and text bots, up from 26% just two quarters ago.
Q3 FY26 Financial Context
While the AI story was a major highlight, the overall quarterly results showed a mix of core strength and one-time headwinds.
- Core Profit Growth: Adjusted for exceptional items, profit grew 23% YoY to ₹5,317 crore.
- Reported Profit: Fell 6% YoY to ₹4,066 crore due to a one-time ₹1,406 crore accelerated ECL provision and labor code charges.
- AUM Growth: Assets Under Management (AUM) rose 22% to cross ₹4.85 lakh crore.
- Customer Franchise: The company added 4.76 million new customers, bringing its total base to 115.4 million.
Future Roadmap: “FinAI” Platform
Bajaj Finance aims to fully transition into a “FinAI Platform” by FY27. This includes:
- Enabling AI “injections” (summaries, in-page search, vision) across 22 business journeys.
- Integrating with third-party platforms like ChatGPT and Gemini for product discovery.
- Launching a new consumer AI platform focused on an “Explore” capability for all services.
“We have now started to metricize AI… moving to gear two where from innovation, we are now tracking implementation and the benefits it’s delivering to the business.” — Rajeev Jain, MD, Bajaj Finance.
