Bold Reimagination of Finance with AI
Our Blueprint for
Long-term Value Creation
AI is rewriting business models. Power is shifting from enterprises to consumers. At Bajaj Finance, we see this not as a disruption to navigate but as our moment to lead in the expanse of our product suite, customer franchise, technology deployment and risk management.
FY2026 marked the launch of our Long-Range Strategy 2026-30, a five-year blueprint shaped for a defining moment in financial services.
Our strategy rests on three priorities: Customer Centricity, Technology Leadership, and Lowest Risk Company in India.
Customer Centricity
As a customer-centric company that serves all needs of the customer, we focus on experience, long-term relationships, products and processes designed for customer satisfaction.
Design Thinking
- Iterative process
- Solve unknown, ill-defined problems
Product-centric to Customer-centric
- Customer needs
- Long-term relationships
- Customer satisfaction
- Reduce cost of acquisition
- Significantly improve long-term relationships and customer satisfaction
- Higher product-per-customer
- Reduce credit costs
- Higher CSAT
- Greater customer trust and loyalty
- Personalised experiences
- Grow disbursement
Technology Leadership in India
We aim to be a technology leader in financial services in India. This means a deep commitment to leverage technology as a catalyst to achieve goals and drive innovation. It is the ability to anticipate trends, envision transformation and reshape business models to make life simpler for consumers.
Data for AI
Expand intelligent data variables. Organise structured and unstructured data sets. Power AI-driven capability models.
Consumer AI
Consumer AI is the use of AI technologies designed to power everyday products and experiences that make life simpler, more personalised and transformational for consumers. So far, we have remained focused on building enterprise AI capabilities. With consumers embracing AI rapidly, we are reimagining our existing digital platforms and building a new Consumer AI platform from the ground up.
- Reduced credit costs
- Productivity gains
- Hyper-personalisation at scale
- Increase in web visitors over the next five years
- Growth in net app users over the next five years
- New AI platform to drive digital business volume
- Reduction in service requests and customer queries
- Deploy AI in business processes to drive scale
- Efficiency and innovation
- Transform customer experience
- Multi-agent platform
- Agent to Agent protocol
- Autonomous task completion
Research & Development lab for breakthrough products in the medium and long term
- Project-driven to product-driven technology delivery
- AI and middleware solution engineered for scalability and compliance
Lowest Risk Company in India
Lowest risk company is principally defined as having low tolerance across all dimensions of risk, namely credit risk, operational risk, fraud risk, compliance risk, market risk, technology risk and reputation risk, while maintaining sustainable growth and profitability.
AI Augmentation to Deliver Agility in Risk
- Anomaly detection through network/graph technologies
- Document fraud identification at scale
- Risk Agent
- BI, risk modelling
- Reduction in analysis timelines
Customer-centric, AI-driven and Compliant Ops & Service
- Technology-first field and call centre processes
- Real-time data movement across platforms
- Agentic AI at the core
- Real-time orchestration across platforms
- Human-in-the-loop where judgement matters
- Greater resilience and scalability
- Better compliance
- Improvement in credit cost enabling strong AUM compounding
- Reduction in analysis timelines
- Ability to manage 100 million loans annually, zero escalations and branch walk-ins
- Flawless compliance
- Reduction in operations and service costs
- High DIY adoption
- Faster resolutions
- Highest CSAT
