The shift toward AI and digital tools is obvious in another NBFC: L&T Finance.
In its November 6, 2025 Investors Digital Day presentation, the company noted that in March 2021 only 14% of servicing queries were handled through digital channels. Call centres handled 35% and branches managed 51%. By September 2025 the picture had flipped. Digital channels handled 93% of all servicing queries, while call centres were down to 2% and branches to 5%.
That’s the digital shift on its own. The AI focus is even more striking. In the company’s Digital Day meeting on November 6, 2025, there were 66 direct mentions of the term “AI,” along with many more references to related projects. I pulled this count from an AI scan I ran using my own prompt.
source: investor digital day, November 6 2025 transcript
The document is worth reading in full- its been summarised above for easy reference. Check out the version I created using NotebookLM here
One section shows a sample interaction with KAI, their conversational servicing bot. It’s able to get customers to complete payments about half the time. That’s a direct 50% cut in human effort, cost, and turnaround time.
We see the same pattern at Jetmetaphy. We build and run agentic AI systems for vendor workflows, QA, invoice tracking, and other routine processes. May not glamorous, but simply practical, efficient and profitable!
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