New Delhi, July 30 -- Non-banking financial company (NBFC) Capri Global Capital, which operates under the Capri Loans brand, has partnered with OpenAI to deploy enterprise-grade generative artificial intelligence across its lending operations, joining a growing number of financial institutions adopting AI to improve customer service, operational efficiency and decision-making.
The rollout will begin with selected business functions and expand over the coming months to customer service, knowledge management and operational workflows across the company's network of more than 1,400 branches, serving over 760,000 customers nationwide.
As part of the initiative, Capri Loans will evaluate AI-powered tools for document analysis, knowledge retrieval, application support, exception handling and early-warning processes. The company said the tools are intended to help relationship managers, branch teams and operations staff process information more efficiently and make faster, better-informed decisions.
The lender said underwriting and credit decisions will continue to be governed by its proprietary credit models and risk management frameworks, with human oversight remaining central to lending decisions.
"Our collaboration with OpenAI will help us identify and deploy practical AI use cases across the lending value chain while maintaining the highest standards of governance, security and human oversight," Rajesh Sharma, Managing Director of Capri Global Capital, said. He added that the company aims to build an "AI-native lending institution" capable of improving productivity, strengthening risk management and expanding access to credit.
OpenAI said financial institutions are increasingly using AI to process large volumes of information, improve responsiveness and enhance customer experience while maintaining governance controls.
"For financial institutions, the value of AI lies in helping teams process significant volumes of information more efficiently and improve day-to-day responsiveness, while keeping strong governance and human oversight at the centre," said Nitin Bawankule, Head of Enterprise Sales, India, OpenAI.
The deployment will follow a phased approach with enterprise-grade governance, including role-based access controls, monitoring mechanisms and compliance with regulatory and data privacy requirements. Capri Loans said customer information will continue to be managed under its existing security, consent management and governance standards.
The partnership reflects a broader trend across India's banking and financial services sector, where lenders are moving beyond AI pilots to embed generative AI into customer servicing, document processing, underwriting support and operational workflows while maintaining regulatory oversight.
Published by HT Digital Content Services with permission from TechCircle.