India, April 20 -- Poonawalla Fincorp Limited has launched a next-generation conversational AI platform aimed at transforming its customer service experience across channels. The platform acts as a unified interface, delivering seamless and consistent interactions through voice and chat.
Designed to automate up to 80% of routine queries, the system is expected to lower service costs while improving response speed and efficiency. More complex or sensitive cases will be escalated to human agents, allowing better focus on high-value interactions. Built on multi-agent AI orchestration, the platform also provides real-time insights such as customer history, loan risk indicators, and sentiment analysis—enabling faster resolutions and stron...