Bajaj Finance sees AI-led gains for customers, staff in FY27
Mumbai: Non-banking lender Bajaj Finance expects the benefits of its investments in artificial intelligence to be visible to employees and customers in the current financial year, vice-chairman and managing director Rajeev Jain said on Wednesday.
The company had 203 people in its AI unit as of March-end and plans to increase that number to 363 in FY27.
“There is no such thing as AI talent. These are existing machine learning employees in training,” Jain told analysts. “So, at one point we had 5,000 outbound voice agents. We reduced that number and 30% of them are now AI voice agents. That’s a third of the cost.”
Jain said the AI team’s three critical needs — computing power, internal sponsorship and real-world use cases — are scarce resources the company currently provides.
In the three months through December, Jain shared data showing “how AI is starting to change business.” He said that artificial intelligence listened to 20 million calls, converted the voice into text and gave this data to the company. This text-to-data conversion occurred for 520,000 customers, resulting in the company generating 100,000 new offers.
“We are not holding back from investing whatever it takes to be front and center,” he said in a statement Wednesday.
The company has seen tangible improvements following the introduction of AI. For example, in 2025, Bajaj Finance said it processed 600,000 loans in a single day during the peak of Diwali. He said that before AI, it could only process 100,000 transactions per day.
It was a strong quarter across all key metrics, Jain said. Bajaj Finance’s consolidated assets under management (AUM) crossed ₹5 trillion and stopped ₹5.09 trillion. The company announced net profit ₹5,553 crore in the 4th quarter of FY26 ₹4,546 crore in the 4th quarter of FY25.
Meanwhile, the company expects strong growth in its gold loan portfolio going forward. The book grew by 115% on an annual basis ₹17,831 crore, accounting for 3.5% of Bajaj Finance’s total loans. The lender expects this to exceed 5% of total loans in FY27.
“MSME (micro, small and medium enterprises) continued to see muted growth. It grew by 6% only due to a number of proactive risk actions we have taken since Q2 FY26. We expect this to return to double-digit growth or corporate growth momentum between Q2 and Q3 FY27,” Jain said.
Meanwhile, Bajaj Auto managing director Rajiv Bajaj has decided not to put himself forward for re-election as non-executive director of Bajaj Finance.
