Bajaj Housing Finance
Loan Top Up Agent
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Voice AI for NBFCs: Maximize Top-Up Loan Revenue
85% of existing loan customers are eligible for top-up loans, but only 12% are aware of this opportunity. NBFCs lose millions in potential revenue because manual outreach is expensive, inconsistent, and often perceived as spam. Customers who need additional funds turn to competitors instead of their existing lender.
Voice AI changes this. Intelligent agents proactively call eligible customers with personalized top-up offers, explain benefits, calculate EMIs in real-time, and process applications instantly—all while maintaining a helpful, non-pushy tone that increases acceptance rates by 40%.
Detailed Use Cases & Automation Workflows
1. Proactive Top-Up Loan Offers to Eligible Customers
Current Manual Process:
- Sales team manually reviews customer database for eligibility
- Cold calls made during business hours (low answer rates)
- Generic pitch: "You're eligible for a top-up loan"
- Customer skeptical, perceives it as spam
- Conversion rate: 8-12%
Voice AI Solution:
Personalized Outreach: "Hello Mr. Kapoor, I'm calling from Bajaj Housing Finance. I have some great news! Based on your excellent repayment history on your home loan of ₹30 lakhs, you're pre-approved for a top-up loan of up to ₹10 lakhs at just 9.5% interest. This is 2% lower than our regular rates because you're a valued customer."
Real-Time EMI Calculation: "If you take ₹5 lakhs for 5 years, your EMI would be just ₹10,450 per month. Would you like to use this for home renovation, education, or any other purpose?"
Instant Processing: "Great! Since you're pre-approved, I can process this in 24 hours with minimal documentation. I'll send you a WhatsApp link to upload just your latest salary slip and bank statement. That's it!"
Integration Flow:
• Loan Management System identifies eligible customers (good repayment, 12+ EMIs paid)
• Credit bureau API checks current credit score
• Voice AI calls with personalized offer
• WhatsApp document collection portal
• Instant approval notification via SMS + Email
40%
Conversion Rate
₹50Cr
Annual Revenue Increase
24 hrs
Approval Time
2. Customer Retention via Timely Offers
Scenario:
Customer's loan is 50% repaid. They need additional funds and are comparing rates from other lenders. If you don't reach them first, they'll refinance with a competitor and you lose the customer entirely.
Voice AI Solution:
Proactive Retention Call: "Hi Mrs. Desai, congratulations on completing 50% of your home loan! As a thank you for your timely payments, we're offering you a special top-up loan of ₹8 lakhs at 9% interest—that's our lowest rate. Plus, no processing fees for you!"
Competitive
Positioning: "I know you might be considering other lenders, but as an existing
customer, you get:
• Instant approval (no credit checks needed)
• Lower interest rate (9% vs. market rate of 11%)
• Zero processing fees (saves you ₹15,000)
• Funds in your account within 48 hours"
- ✅ Customer retention rate: 85%
- ✅ Prevented churn to competitors
- ✅ Increased customer lifetime value by 2.5x
3. Seasonal Campaign Automation
Use Case:
Festive season (Diwali, New Year) is peak time for home renovations and purchases. Launch a campaign to 50,000 eligible customers offering special festive top-up rates.
Voice AI Campaign:
Festive Offer: "Happy Diwali, Mr. Singh! Bajaj Housing Finance has a special festive gift for you—a pre-approved top-up loan of ₹7 lakhs at 8.9% interest, valid only until 31st October. Use it for home renovation, gold purchase, or family celebrations!"
Urgency Creation: "This is a limited-time offer. If you apply by tomorrow, I can also waive the processing fee worth ₹12,000. Shall I send you the application link?"
50,000
Calls in 3 Days
18,000
Applications
₹180Cr
Disbursed Amount
Technical Capabilities & NBFC Integrations
🏦 Loan Management System
Real-time integration with LMS for customer eligibility, repayment history, and credit scores. Automated pre-approval workflows.
💬 WhatsApp Document Collection
Secure portal for salary slips, bank statements, and ID proofs. OCR validation and instant verification.
📊 Predictive Analytics
ML models identify high-propensity customers based on repayment behavior, income trends, and life events.
🔐 Compliance & Security
RBI-compliant call recording, DND list management, and consent tracking for all outbound campaigns.
📧 Multi-Channel Follow-Up
Automated email and SMS sequences with offer details, EMI calculators, and application links.
📞 Smart Routing
Hot leads instantly transferred to relationship managers. Warm leads nurtured via automated follow-ups.
Overall Impact: Top-Up Loan Automation
40%
Conversion Rate
85%
Customer Retention
₹180Cr
Campaign Revenue
24 hrs
Approval Time
50,000
Calls Per Campaign
70%
Cost Reduction