Bajaj Finance has significantly expanded its AI infrastructure, increasing AI agents from 62 to 130 as of September 30, 2026, according to an investor presentation. The company is implementing its 'BFL 3.0 – A FINAI Company' strategy, leveraging AI platforms including ChatGPT and Gemini to reach new customers. AI bots now appear in 77% of promotional text messages, up from 35% in the June quarter, while the dedicated AI unit has grown to 328 employees from 121. The company has also deployed 452 face recognition cameras in service branches and 535 cameras in store locations, significantly enhancing customer experience and security.
The AI investment has delivered substantial results in loan generation, with AI-driven loans rising 112% to ₹2,744 crore in Q2FY27 compared to ₹1,295 crore in the same quarter last year. Behind the scenes, the company ran automated quality checks on 22.8 million documents during the quarter. 75% of do-it-yourself customer servicing now runs through AI voice and text bots, up from 65% a year ago, with AI drafting all business requirement documents. The company has also deployed 24 customer AI text bots and 12 AI summaries live for products on App and Web, significantly improving customer engagement and conversion rates.
Despite the significant AI investment and loan generation growth, the operating expenses ratio improved marginally by only 10 basis points to 33% as of September 30, compared to 33.1% a year ago. Overall operating expenses rose 23% to ₹5,275 crore during the quarter. The modest cost ratio improvement reflects the balance between AI cost reduction initiatives and branch expansion for gold loans and microfinance, which increases operational costs. The company's ₹2,744 crore business generation compares with consolidated assets under management of ₹5,84,624 crore, which grew by ₹37,680 crore in the quarter alone.
The company's management expects the cost ratio to eventually improve by 25 to 40 basis points in FY27, as reported in the investor presentation. However, the current 10-basis-point improvement doesn't fully reflect the efficiency of AI plans due to the ongoing branch expansion and other operational factors. The company's ₹2,744 crore business generation compares with consolidated assets under management of ₹5,84,624 crore, which grew by ₹37,680 crore in the quarter alone. As of September 30, 2026, the company reported AUM of ₹426,879 crore with a capital adequacy ratio of 20.33%.
