Aditya Birla Capital Ltd (ABCL) unveiled a new suite of Generative AI (GenAI) tools on its flagship Direct-to-Consumer (D2C) platform, ABCD, during the Global Fintech Fest (GFF) 2025. GenAI launch aims to transform customer experiences through intelligent, hyper-personalised interactions across digital and physical channels.
The company emphasized that this move strengthens its commitment to digital transformation, positioning ABCL as a frontrunner in deploying GenAI applications at scale—beyond mere proof-of-concept.
Pankaj Gadgil, Head of Digital Platforms and Payments Strategy at ABCL, said, “Our vision is to build a future-ready, scalable enterprise that puts intelligence, foresight, and customer centricity at the forefront.”
AI-driven productivity tools introduced
The new GenAI toolset includes:
- Sales Assist: Offers AI-powered training, role-play simulations, and real-time support to boost sales team productivity.
- Service Assist: Enhances contact centre efficiency by streamlining query handling and generating scripts for faster resolution.
- Audit Assist: Automates audit workflows to reduce turnaround time and improve accuracy.
- Marketing Assist: Drives automated marketing processes, enhancing campaign effectiveness and speed.
Additionally, ABCL is integrating Agentic AI into key customer processes like onboarding, underwriting, and claims management, aimed at reducing costs and accelerating operations. The company is also deploying GenAI voice bots to scale tele-sales, customer service, and retention efforts.
Part of ‘One ABC, One P&L’ strategy
This GenAI launch is a part of ABCL’s wider ‘One ABC, One P&L’ strategy focused on delivering ‘One Customer, One Experience, and One Team.’ Under this vision, the company has built strong omnichannel infrastructure and launched three major digital platforms:
- Udyog Plus: B2B platform for MSMEs.
- ABCD App: D2C mobile platform serving 6.4 million customers.
- Stellar: B2D platform for distributors.
Udyog Plus currently hosts over 2.4 million registrations, managing assets worth ₹3,658 crore, further boosting operational efficiency and customer engagement.
Robust financial growth
Between FY22 and FY25, ABCL reported strong growth:
- Lending portfolio expanded at a 33% CAGR, from ₹67,185 crore to ₹1,57,404 crore.
- Gross premiums in health and life insurance grew at 23% CAGR, from ₹13,867 crore to ₹25,579 crore.
- Total assets under management (AUM) rose from ₹3,70,618 crore to ₹5,11,260 crore.
This growth underscores ABCL’s successful execution of its unified digital and business strategy, driving greater value across its financial ecosystem.
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