AI Agents Driving Efficiency In BFSI & Insurtech Onboarding

India’s fintech industry has seen a massive growth over the past few years mostly because of a range of macroeconomic factors. 

They include significant interest from both local and foreign risk capital providers, the ease of doing business made possible by the pro-business policies of the government and regulators, and the increasing adoption of smartphones, mobile devices, and the internet.

The pandemic changed how people manage their finances, pushing many to go digital. As a result, India has become one of the fastest-growing fintech markets in the world. 

People are now more comfortable using apps and platforms for everything from payments to investments. PwC predicts that by the end of 2025, India’s fintech market could hit $ 150 Bn, growing at an annual rate of 31%.

Rise Of Fintech Startups In India

Even though the majority of Indian fintech startups continue to be in their infancy—many are yet to cross the 10-year mark—the accomplishments they have achieved are phenomenal. According to JM Financial, the country’s registered fintech startup count has increased from 2,100 in 2021 to more than 10,000 in 2024 in just three years.

This is primarily a result of an intersection of growing digital knowledge, regular UPI use, and helpful government programs like India Stack and the Digital India initiative. However, sustaining this momentum needs solving important issues, especially those related to customer engagement, funnel drop and talent acquisition.

Addressing The Industry Skill Gap

The need for skilled professionals rises as fintech booms in India. About 25 percent of employees at Indian fintech firms are under 30, to 35% between the ages of 31 and 40. But as reported by PwC, an important issue still exists, that is, 34% of workers have less than two years of experience, and 60% have less than five years.

The absence of deep-tech experience and industry understanding in the accessible personnel pool is now the biggest hiring problem plaguing Indian fintech companies. Recruitment efforts get further complicated by the need to attract top talent, high hiring costs, and rising turnover as a result of startup competition. 

AI-Powered Solutions For BFSI, Fintech, & Insurtech

By automating complicated procedures, speeding onboarding, as well as improving risk assessment, artificial intelligence (AI) has brought about positive changes in the BFSI industry.

By identifying skill gaps and recommending specialised training programs, AI-driven recruiting systems are improving the acquisition of talent. In order to simplify onboarding, reduce fraud, and improve user experience, fintech organisations are simultaneously employing AI-powered chatbots, OCR-based data extraction, and biometric identification.

Customer Acquisition With AI Voice Calling

Although cold email marketing was used for many years to get new clients, its low engagement rates are a prevalent issue. AI-powered voice calling, on the other hand, is changing client outreach through offering a more efficient, individualised, and direct method.

AI-driven calls communicate with potential customers in real-time, upping conversion rates, in comparison to emails or messages that could potentially be overlooked.

AI voice calling may respond to customer responses, intelligently answer questions, and guide prospects through a smooth conversation thanks to sophisticated speech recognition and natural language processing (NLP).

Bulk emails and automated chatbots are not as capable of doing this. 

This change shows how technology has influenced customer acquisition tactics in the BFSI, fintech, and Insurtech industries. AI-powered calls cuts on traditional outreach inefficiencies like wasting time on irrelevant leads or poorly timed messaging.

Furthermore, real-time strategy refinements and call outcome analysis give businesses actionable information that enhance decision-making and increase return on investment.

Improving Credit Access Through Digital Onboarding

Access to credit remains a critical need, especially in Tier II and Tier III cities, where financial literacy is still evolving. Many borrowers struggle with the loan application process, leading to high drop-off rates. The lending process typically involves:

1. Application Submission: Borrowers provide personal, financial, and credit-related information.
2. Document Verification: Lenders review and verify identity and financial documents, ensuring compliance with Know Your Customer (KYC) norms.
3. Credit Evaluation: The borrower’s creditworthiness is analysed based on credit scores, repayment history, and existing liabilities.
4. Loan Underwriting: A detailed assessment is carried out to evaluate risk and determine whether the loan should be approved.
5. Loan Approval & Disbursement: Once approved, the loan terms—including interest rate and repayment schedule—are finalised, and the funds are released.
6. Loan Servicing: Repayments begin as per the agreed schedule, while lenders continue to monitor the loan’s status and performance.

The Growing Role Of Insurtech In Digital Onboarding

AI and big data are now being implemented in Insurtech, an essential BFSI subsector, to change the insurance sector. In insurance, the onboarding procedure often requires an abundance of documentation and manual verification, leading to inefficiencies.

These days, digital platforms use blockchain for safe data storage, AI-powered risk assessment, and automated claims processing. Insurtech companies may reduce operating expenses and enhance client satisfaction by automating onboarding. 

Key Challenges In Fintech Onboarding

1. Regulatory Compliance: Fintechs must adhere to evolving regulations while ensuring a seamless onboarding experience.
2. Manual Processing: Traditional processes are time-consuming and prone to errors.
3. Lack of Personalisation: Digital onboarding may feel impersonal without technology-driven engagement.
4. Data Collection Issues: Balancing between collecting adequate data for compliance and avoiding friction in the user experience.
5. Security Concerns: High-end encryption and KYC/AML compliance are crucial to secure onboarding.

Why Seamless Onboarding Is Important

In order for fintech to get new clients, insurtech, and BFSI industries need an easier onboarding procedure. A Deloitte survey found that lengthy processing times and excessive paperwork leads to 38% of clients to drop out of onboarding.

The traditional manual onboarding approach is tedious and error-prone, resulting in a significant drop-off rate. AI-driven solutions therefore improve onboarding by enhancing identity verification, automating data collection, and expediting compliance processes. AI agents and predictive analytics further enhance user engagement via personalised support, reducing friction, and expediting approvals.  

Smart AI Agents for Process Automation

Advanced AI agents enhance onboarding by:

• Offering 24/7 support, eliminating reliance on human agents.
• Personalising the experience based on user preferences and behavior.
• Automating repetitive tasks, reducing costs and processing time.
• Operating via multiple channels, ensuring all customer touchpoints are covered.
• Enabling multi-agent orchestration, allowing seamless collaboration between AI systems for improved efficiency and user experience.

OCR-Based Data Extraction

Optical Character Recognition (OCR) powered by deep learning automates document verification, extracting necessary data from IDs and adding it to databases without manual intervention.

Biometric Authentication For Compliance

Biometric authentication, including facial and fingerprint recognition, is becoming a preferred solution for verifying identities. Advanced algorithms conduct real-time facial checks, reducing fraud risks and ensuring secure onboarding.

The fintech and insurtech sectors of India’s BFSI industry are expanding at a pace not experienced before due to government assistance, technological improvements, and digital usage.

But there are still issues including a lack of qualified candidates, ineffective onboarding procedures, and complicated regulations. Chatbots, OCR, and biometric verification are instances of recent technological advancements in the banking sector that have impacted customer acquisition and engagement.

As technology develops, its significance in improving consumer experiences, reducing fraud, and advancing financial inclusion across the country is only going to rise.