Personal loan NBFC struggling with EMI recovery deployed AI voice for payment reminders. Result: 35% collection improvement, 80% cost reduction, 100% RBI compliance.
Collection Improvement
Agent Cost Reduction
Compliance Rate
Calls/Month
A mid-sized NBFC with ₹500Cr loan book faced collection challenges:
50-person collection team making only 15,000 calls/month
Inconsistent calling - some customers never contacted
Compliance issues - agents not following RBI guidelines
No call recordings for disputed conversations
High agent turnover - constant training overhead
Active Loan Accounts
1.5L+
Monthly EMI Value
₹45Cr
Pre-AI Delinquency
12%
AI voice for payment reminders with 100% RBI compliance
Respects DND times, records consent, maintains call logs per RBI guidelines
AI calls at times when customers are most likely to answer and pay
Hindi, English, Tamil, Telugu, Marathi - speaks customer's preferred language
Sends UPI payment links via SMS during call for instant payment
Gentle Reminder
FriendlyFriendly reminder 3 days before due date
Due Date Alert
InformativePayment due today reminder with UPI link
First Follow-up
FirmPayment overdue, offer payment options
Escalation
SeriousUrgent reminder, mention late fees
Built-in compliance features eliminate regulatory risk
Call time restrictions
8 AM - 9 PM only, no weekend calls after 6 PM
Consent recording
AI captures verbal consent before proceeding
DND compliance
Automatic DND list checking before each call
Call recording
100% calls recorded and stored for 7 years
Harassment prevention
Max 3 calls/day, automated escalation rules
Audit trail
Complete logs of every interaction for audits
AI payment reminder conversation (D+3 follow-up)
AI
नमस्ते! मैं FinanceCorpसे बात कर रही हूं। क्या मैं श्री राजेश शर्मा जी से बात कर सकती हूं?
Customer
हां, बोलिए।
AI
राजेश जी, आपके personal loan की इस महीने की EMI ₹8,500 3 दिन से due है। क्या आप आज payment कर सकते हैं?
Customer
अभी थोड़ी problem है, 2 दिन में कर दूंगा।
AI
समझ गई। आपकी सुविधा के लिए मैं अभी UPI payment link भेज रही हूं SMS पर। जब भी convenient हो, वहां से payment कर सकते हैं। Late fee से बचने के लिए जल्द payment करें। कोई और सवाल?
Customer
नहीं, धन्यवाद।
AI
धन्यवाद राजेश जी। अगर कोई दिक्कत हो तो हमें call करें। शुभ दिन!
Call Outcome - CRM Updated
Status:
Promise to Pay (D+2)Payment Link:
Sent via SMSNext Action:
Auto-follow up D+5Call Recording:
StoredResults after 12 months
35%
Collection Improvement
Before
Baseline
Higher recovery rate with consistent AI follow-ups
80%
Agent Cost Reduction
Before
50 agents
Reduced team from 50 to 10 agents
100%
Compliance Rate
Before
Manual issues
Every call recorded with proper consent
50K
Calls/Month
Before
15K capacity
3x capacity without proportional cost increase
Improved collections (35% of ₹5.4Cr monthly delinquent)
₹1.9Cr/month recovered
Agent cost reduction (40 agents × ₹25K)
₹10L/month saved
AI platform + telephony cost
-₹4L/month
Net Monthly Impact
₹1.96Cr+
“We scaled from 15,000 to 50,000 monthly calls without adding agents. Every call is recorded with proper consent - compliance is automatic. RBI audit went smoothly for the first time. The ROI was visible within the first month.”
Collections Head
NBFC - Personal Loans
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