Case Studies
Financial Services / NBFC · India
Bajaj Finance
AI applied end-to-end to credit approval and post-disbursal customer success at one of India's largest NBFCs.
AI-enabled decisioning across the credit approval workflow and proactive, model-assisted customer-health monitoring after disbursal.
Full-population
credit decisioning instead of sampling
Proactive
customer-health signals across the portfolio
1 week
from workshop to live, ROI-positive use case
Challenge
The starting point.
At the scale of one of India's largest NBFCs, sample-based credit review and reactive post-disbursal servicing leave both risk and customer-experience upside on the table. The engagement needed to translate Generative AI and analytics into concrete interventions across the credit lifecycle — from approval through to portfolio-wide customer success — while remaining consistent with existing risk and compliance guardrails.
Approach
How the engagement was structured.
- Mapped the end-to-end credit approval and post-disbursal workflows to identify high-value AI intervention points.
- Designed model-assisted decisioning to move credit review from manual, sample-based checks to full-population evaluation.
- Built the case for proactive customer-health monitoring across the portfolio using AI signals rather than delinquency lag indicators.
- Trained Finance, Risk and Customer-Success teams together so downstream execution stayed aligned.
Outcome
What changed.
- Shift from sample-based credit review to model-assisted, portfolio-wide decisioning.
- Move from reactive collections to proactive customer-health monitoring across the disbursed book.
- Client teams moved from workshop to live, ROI-positive AI use cases in as little as one week after the engagement.
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