Recovery Agent
Debt Collection Agent
Experience the AI Agent
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Voice AI for Debt Recovery: Empathetic, Compliant, & Effective
Debt collection is the most challenging role in BFSI—high stress, emotional burnout, and strict regulatory compliance requirements. Manual agents face 60% annual attrition, and a single compliance violation can cost banks ₹50 lakhs in penalties. Meanwhile, 40% of delinquent accounts are never contacted due to capacity constraints.
Voice AI revolutionizes debt recovery. Empathetic AI agents handle collections with 100% compliance, never get frustrated, negotiate payment plans within approved limits, and scale infinitely—increasing recovery rates by 30% while reducing operational costs by 70%.
Detailed Use Cases & Automation Workflows
1. Empathetic Early-Stage Collections (0-30 Days Overdue)
Current Challenge:
Most customers miss EMI payments due to forgetfulness, not financial inability. Aggressive collection calls alienate customers, damage brand reputation, and lead to complaints. Manual agents lack time to handle every early-stage delinquency.
Voice AI Solution:
Day 1 Overdue (Gentle Reminder): "Hello Mr. Sharma, this is a courtesy call from Standard Chartered Bank. I noticed your EMI of ₹15,000 was due yesterday. This might have slipped your mind. Would you like to make the payment now? I can send you a UPI link."
Empathetic Tone: "I understand things can get busy. Is there anything preventing you from making the payment today? If you're facing a temporary cash flow issue, I can discuss a short-term solution."
Instant Payment
Options:
• WhatsApp UPI link (instant payment)
• Net banking payment link
• Request callback from relationship manager
• Schedule payment for specific date
75%
Early Resolution Rate
Zero
Compliance Violations
100%
Contact Coverage
2. Automated Payment Plan Negotiation (30-90 Days Overdue)
Scenario:
Customer has genuine financial hardship—job loss, medical emergency, business downturn. They want to pay but can't afford the full EMI. Manual agents lack authority to negotiate on the spot, leading to delays and defaults.
Voice AI Solution:
Understanding the Situation: "I see you've missed 2 EMI payments totaling ₹30,000. I'm here to help find a solution. Can you share what's making it difficult to pay right now?"
Automated Negotiation (within
approved limits): "I understand. Here are some options:
• Pay ₹10,000 today + ₹10,000 next week + ₹10,000 in 15 days
• Restructure your loan: extend tenure by 6 months, reduce EMI to ₹12,000
• One-time settlement: Pay ₹25,000 (₹5,000 waiver) to close this overdue amount
Which option works best for you?"
Instant Agreement: "Perfect! I'm creating a payment plan for ₹10,000 today, ₹10,000 on 5th Feb, and ₹10,000 on 15th Feb. I'm sending the first payment link via WhatsApp now. You'll get reminders for the upcoming payments."
- ✅ 60% of customers accept payment plans immediately
- ✅ 85% payment plan adherence rate
- ✅ Prevents escalation to legal action
3. Compliance-First Collections (90+ Days Overdue)
Regulatory Requirements:
- RBI guidelines: No calls before 7 AM or after 7 PM
- No abusive language or threats
- Maximum 3 calls per day
- Mandatory call recording and audit trail
- DND list compliance
Voice AI Compliance:
100% Compliant Script: "This call is from Standard Chartered Bank regarding your overdue loan account. This call is being recorded for quality and compliance purposes. Your account ending in 4567 has an overdue amount of ₹45,000 for 95 days. Continued non-payment may affect your credit score and lead to legal action. We want to help you resolve this. Can we discuss a payment plan?"
Automatic Compliance
Checks:
• Calls only between 7 AM - 7 PM
• Maximum 3 calls per day per customer
• No calls to DND numbers without consent
• Sentiment analysis detects customer distress → escalates to supervisor
• All calls recorded and stored for 3 years
100%
Compliance Adherence
Zero
Regulatory Penalties
30%
Recovery Rate Increase
Technical Capabilities & Collections Integrations
🏦 Collections Management System
Real-time integration with CMS for account status, payment history, and authorized settlement limits. Automated payment plan creation.
🔐 RBI Compliance Engine
Automatic enforcement of calling hours, frequency limits, DND checks, and script compliance. Audit-ready call recordings.
💬 WhatsApp Payment Links
Instant UPI payment links, EMI schedules, and payment confirmations via WhatsApp. Reduces friction in payment collection.
📊 Sentiment Analysis
Real-time detection of customer distress, anger, or vulnerability. Auto-escalates sensitive cases to human supervisors.
📧 Multi-Channel Follow-Up
Automated email and SMS with payment links, settlement offers, and legal notices (if required).
📞 Predictive Dialing
ML models predict best time to call based on customer behavior. Optimizes contact rates and payment success.
Overall Impact: Debt Recovery Automation
30%
Recovery Rate Increase
100%
Compliance Adherence
70%
Cost Reduction
5x
Call Volume Capacity
Zero
Regulatory Penalties
60%
Agent Attrition Reduction