Bajaj Finance has revised its autonomous agent deployment target downward from over 800 to more than 600 for fiscal year 2027, dropping sales from the scope of AI-driven automation. The company also completed an AI governance framework aligned with the Reserve Bank of India’s non-binding FREE-AI guidelines to ensure responsible AI use.
- Autonomous agent target cut from 800+ to 600+ for FY27, sales automation excluded
- Completed RBI-aligned FREE-AI governance framework, with policy rollout planned
- AI call and text bots now handle 72% of customer self-service interactions
What happened
Bajaj Finance announced a reduction in its planned deployment of autonomous agents to 600-plus for fiscal year 2027, down from the more than 800 agents projected in the prior quarter. This revision dropped sales from the remit of autonomous agents, focusing deployments across operations, debt management services, HR, technology, and risk functions instead. By the end of Q4 FY26, 27 autonomous agents were already live and 118 additional AI use cases are scheduled for the coming year.
In addition, the company revealed it had completed an internal governance framework in line with the Reserve Bank of India’s FREE-AI policy, a set of non-binding recommendations for responsible AI deployment in financial services. This governance framework addresses explainability, auditability, transparency, and security standards, with plans to apply policies across eight AI domains in FY27.
Why it matters
Bajaj Finance’s recalibration of its autonomous agent target—specifically removing sales from AI automation—indicates a more cautious and refined approach to integrating AI into its business model. The firm emphasizes transformation over mere use case deployment, signaling a strategic embedding of AI to reshape business functions sustainably and effectively rather than just automating tasks.
The completion and upcoming rollout of AI governance aligned with RBI’s FREE-AI framework demonstrates the company’s commitment to regulatory expectations and ethical AI use. As the framework is non-binding, Bajaj Finance’s proactive adoption may set a benchmark in the Indian financial sector, particularly given its large-scale use of AI in lending decisions and customer interactions.
What to watch next
Attention will focus on how Bajaj Finance executes its AI agent deployment in FY27, especially the exclusion of sales automation and whether this results in improved performance or risk mitigation. The expansion from 27 to over 600 autonomous agents will be critical to observe in terms of operational impact and customer experience.
The rollout of the FREE-AI-aligned governance policies will also be closely monitored to assess their impact on compliance, transparency, and AI risk management. Additionally, the company’s progress on its AI-driven fraud detection framework and the scaling of AI-enabled communication and debt collection bots—already handling millions of monthly interactions—will be key indicators of future AI-powered financial service innovation.