In this interview, our editorial team sat down with Jyothirlatha B, CTO of Godrej Capital to understand how it is leveraging AI and automation technology to streamline the loan disbursal process and maintain transparency in lending practices.
Read the complete interview:
TechGraph: Could you provide an overview of the technology infrastructure used by Godrej Capital for loan disbursal? How does it enhance efficiency and streamline the loan process?
Jyothirlatha B: Godrej Capital has a robust technology infrastructure with reputable partners that provides an analytical database, experience management, CRM, cloud-based core lending system, rule engines, and more.
The key components of the infrastructure are Digital Onboarding applications which we have custom-built and tightly linked to Loan Origination System and Loan Management System using a microservices architecture. We have partnered with top tech companies for underwriting and data analytics to stay ahead of the curve. Our service stack includes custom-built portals, bots, and assisted services.
We also integrate with external systems, such as credit bureaus, government databases, and financial networks, that enable real-time verification of borrower information, credit history checks, and validation of documents, enhancing the efficiency of the loan evaluation process.
Using this stack, we can streamline the loan process in several ways:
- Faster Application Processing: Automation reduces manual effort, enabling faster processing of loan applications.
- Improved Accuracy: Digital systems minimize errors and inconsistencies in data entry and evaluation, leading to more accurate loan decisions.
- Enhanced Customer Experience: Digital onboarding applications and self-service options improve convenience for customers.
- Better Risk Management: Advanced credit scoring and risk assessment tools help banks make informed decisions, mitigating potential risks associated with loan disbursal.
TechGraph: How does Godrej Capital leverage automation and artificial intelligence (AI) technologies in assessing loan applications? How does this contribute to faster decision-making and improved accuracy?
Jyothirlatha B: Godrej Capital has successfully harnessed automation and Artificial Intelligence (AI) technologies and has achieved significant growth in assets under management (AUM) while maintaining a robust portfolio and ensuring customer experience.
We utilize analytics to target potential customers effectively and streamline the onboarding process. By analyzing customer data and patterns, AI algorithms identify individuals more likely to be eligible for loans, ensuring efficient allocation of resources and personalized customer experiences.
ML-based Scorecards for Automated Decisioning: Machine Learning (ML) algorithms are employed to develop scorecards that automatically assess loan applications. These scorecards consider various factors, including traditional bureau, banking, and demographic information, as well as alternative data sources such as geolocation analytics, market insights, and behavioral patterns. Godrej Capital can make more efficient and accurate loan decisions by leveraging traditional and ML algorithms.
Automation technologies are also implemented to streamline and expedite the loan disbursal process. Through automated workflows, loan applications are routed, verified, and evaluated more efficiently. This reduces manual effort, eliminates bottlenecks, and speeds up decision-making, enabling faster loan approvals.
Furthermore, AI algorithms can verify borrower information in real time by integrating with external systems, such as credit bureaus and government databases. This ensures data accuracy and minimizes the risk of fraud or misrepresentation, contributing to improved decision-making.
TechGraph: Can you explain the role of data analytics in Godrej Capital’s loan disbursal process? How do you utilize data to assess creditworthiness and manage risk effectively?
Jyothirlatha B: Data analytics plays a vital role in Godrej Capital’s loan disbursal process. They utilize analytics to assess creditworthiness by analyzing historical borrower data, credit bureau information, and financial statements. Credit scoring models and machine learning algorithms are employed to evaluate credit risk accurately.
Additionally, data analytics helps in effective risk management by developing risk models, monitoring portfolio performance, and utilizing predictive analytics to identify potential risks and trends. Data analytics enables Godrej Capital to make informed credit decisions and effectively manage risks in their loan disbursal process.
TechGraph: What steps has Godrej Capital taken to ensure customer data security and privacy during the loan application and disbursement process? Are there any specific measures in place to protect against cyber threats?
Jyothirlatha B: Godrej Capital has implemented stringent measures to ensure customer data security and privacy. Some of the steps taken by Godrej Capital in this regard are:
- Robust Data Encryption: We have strong encryption techniques to secure customer data in transit and at rest.
- We have adopted cloud security practices that deliver highly protected and controlled environments with state-of-the-art infrastructure.
- Our strong risk management team continually evaluates our risks and takes proactive measures to ensure physical and digital security.
- We have a strong framework for User Access Controls and Authentication: Godrej Capital implements strict access controls and authentication mechanisms to ensure strong password policies, multi-factor authentication, and role-based access privileges.
Furthermore, we conduct regular security audits and vulnerability assessments to identify and address potential weaknesses or vulnerabilities in our systems and applications. We adhere to relevant security practices and governance, ensuring that customer data is handled in compliance with applicable regulations, providing an additional layer of protection for customer privacy.
TechGraph: How does Godrej Capital utilize digital platforms and online portals to facilitate loan applications and document submissions? Can you highlight any user-friendly features that enhance the customer experience?
Jyothirlatha B: We have built robust digital onboarding journeys for our sales teams to provide a seamless and user-friendly experience for loan applications and document submissions.
Sales teams and customers can securely upload and submit the required documents digitally. This eliminates the need for physical paperwork and allows quick and efficient document processing.
To simplify the loan agreement process, Godrej Capital facilitates e-signatures, eStamping, and eNACH so that customers can review and sign loan agreements electronically, eliminating the need for physical signatures and paperwork. This saves time and provides a convenient and paperless experience for customers.
We were pioneers in launching India’s first truly Zero-touch mortgage loans, launched during a pandemic. We also provide seamless self-servicing through proactive customer communication via email, SMS, and WhatsApp, complete loan details, and transaction access through the internet portal and chatbots. This ensures that the post-onboarding experience is as seamless as the onboarding experience.
TechGraph: What measures does Godrej Capital have to ensure transparency and fair lending practices through technology? How do you minimize bias and provide equal opportunities for all applicants?
Jyothirlatha B: Our purpose is fair, fast, and flexible financing, so being ‘Fair’ is a key requirement in all our decisions at Godrej Capital. We also want to be a preferred lender for MSMEs, which requires a lot of inclusive measures to bring more and more business owners into the formal credit system.
To ensure that fairness is systematic, to a large extent, we utilize automated decision-making processes to evaluate loan applications. By relying on predefined criteria and algorithms, they minimize the risk of subjective bias arising from manual decision-making.
This ensures a fair and consistent evaluation process for all applicants. We adhere to relevant regulatory guidelines and laws governing fair lending practices. They ensure that their technology platforms and loan evaluation processes comply with anti-discrimination laws and regulations, fostering equal opportunities for all applicants.
We strictly prohibit using prohibited factors such as race, gender, religion, or nationality in their loan evaluation process. These factors do not influence loan decisions, ensuring equal opportunities and preventing potential bias. Rather, we have gone a step ahead and launched Home loans for same-sex partners ensuring that we walk the talk on inclusivity.
TechGraph: How does Godrej Capital leverage big data and machine learning algorithms to improve loan risk assessment and predict market trends? How has it positively impacted the company’s decision-making process?
Jyothirlatha B: Datamart and Datawarehouse are key components of our tech stack, and we have partnered with an industry-leading organization Snowflake. We use structured and semi-structured data analysis along with machine learning algorithms for loan risk assessment and market trend prediction. This enables more accurate risk assessment, improved portfolio performance, and better decision-making.
We gain valuable insights by analyzing comprehensive data, including borrower information and market trends. Machine learning algorithms identify patterns and correlations, enhancing risk assessment models and predicting market movements. This improves risk management, agility in responding to market dynamics, and overall finances for Godrej Capital.
TechGraph: What are some future technological advancements or innovations that Godrej Capital is considering to further enhance its loan disbursal process? How do you envision these technologies shaping the industry in the coming years?
Jyothirlatha B: Some of the potential technological advancements and innovations that we at Godrej Capital are considering to enhance the loan disbursal process in the future are:
- Continued advancements in AI and ML can lead to more accurate credit scoring models, risk assessment algorithms, and fraud detection systems.
- Robotic Process Automation (RPA) to eliminate repetitive manual tasks involved in loan disbursal, such as data entry, document verification, and loan agreement generation.
- Natural Language Processing (NLP) to automate customer interactions, allowing borrowers to interact with virtual assistants or chatbots for loan inquiries, status updates, and general customer support.
Open Banking and API Integration: Integration with open banking systems like Account Aggregators to facilitate faster and more accurate verification of borrower information, improving the loan evaluation process.
