The client was dealing with a rising number of overdue EMI accounts, mainly due to small-ticket missed payments from salaried and gig-economy borrowers with irregular cash flows. While many borrowers had the intent to repay, early-stage delinquencies were becoming more frequent.

Human-led follow-ups were proving costly, inconsistent, and limited to business hours—making it difficult to scale outreach or engage borrowers effectively. This highlighted the need for a smarter, more efficient recovery solution.

Objectives

Improve recovery rates in early delinquency buckets (DPD 1–30)

Reduce human agent cost and load

Offer a better, non-intrusive customer experience

Collect “Promise-to-Pay” commitments for downstream workflows

The AI-driven solution led to a 62% improvement in early-stage EMI recovery, with 38% of customers setting Promise-to-Pay commitments directly through voice interactions. It also resulted in a 55% reduction in manual call volume for collection agents, significantly easing operational load. The voice bot achieved a 93% call completion rate—substantially higher than the 61% typically seen with traditional IVR systems. Importantly, the entire system was built to be fully compliant with RBI regulations on data localization and consent.