As product lead, what strategy would you set for Bajaj Finance's consumer AI platform for 100 million customers?

Introduction

Bajaj Finance's management has said publicly that it is rebuilding its digital platforms around AI, including a new consumer AI platform that would let its customers use the app in a "classic mode" or an "AI mode". The company already runs AI bots in customer service and has talked about hundreds of autonomous agents across sales, operations, and risk.

The prompt: you are the product lead for this consumer AI platform. What should the strategy be, and how would you roll it out to a customer base of more than 100 million people, many of whom are new to credit and live outside metros?

Key business objectives:

1. Increase products per customer (the cross-sell engine that drives Bajaj Finance's economics)
2. Lower cost to serve
3. Improve customer experience and trust
4. Keep credit quality and regulatory compliance intact

Approach:

1. Clarify strategic goals
2. Analyse market and competition
3. Define vision and roadmap
4. Prioritise initiatives
5. Plan execution
6. Set metrics
7. Manage risks

Step 1

Clarify the Strategic Goals (3-4 minutes)

• Is the primary goal revenue (more products per customer), efficiency (lower service cost), or experience?

Why it matters: An AI mode optimised for cross-sell looks very different from one optimised for service. Hypothetical answer: All three, but leadership will judge it on products per customer and cost to serve within two years.

• What does "AI mode" mean: a chat interface over the existing app, or a new way of using the app?

Why it matters: A chatbot is a feature; a new mode is a platform. Hypothetical answer: A new mode where the customer states a goal ("I want to buy a bike next month") and the AI assembles options, eligibility, and actions across products.

• Which customers first?

Hypothetical answer: Open to suggestions, but the classic app must remain for everyone.

• What is the time horizon?

Hypothetical answer: A first version within 12 months, at scale within 24 months.

These answers set the frame: build a goal-based AI mode that increases product adoption and reduces service cost, without weakening credit discipline.