When one of India’s largest financial giants needed to tackle the toughest challenge in debt collections—reaching borrowers—they turned to Exotel. With Gen-AI voicebots, this partnership delivered a 50% call pickup rate and 20% conversions, proving that even at scale, empathy and efficiency can coexist.
A leading financial institution in India, this company provides a comprehensive range of lending, insurance, and wealth management solutions. Serving millions of customers across India, it boasts a vast network of branches, digital platforms, and strategic partnerships. Its diversified portfolio includes consumer loans, business loans, and investment products, establishing it as one of the trusted names in the Indian financial sector.
Debt collection is plagued by high Days Past Due (DPD), reluctant borrowers, and communication barriers that hinder engagement. Traditional methods often fail to offer the personalization needed, with limited agent availability leading to missed opportunities. To tackle these challenges, organizations need scalable, 24/7 solutions that can adapt to borrowers' needs, bridging the gap with human-like, multilingual interactions.
Exotel’s Gen-AI-powered voicebots seamlessly integrated into the client’s existing systems, transforming their debt collection process without disruption. Deployed in strategic phases, these voicebots brought conversational intelligence to the forefront—offering personalized, empathetic communication across multiple languages, available 24/7. With AI-driven contextual understanding, they could resolve queries in real-time, guide borrowers through dynamic payment options, and ensure every interaction felt human, not robotic.
Designed for scalability, these voicebots manage high call volumes with consistent quality, ensuring no borrower is left unattended.
The tech that powers it
Achieved through refreshed virtual numbers, ensuring borrowers are reached effectively—double the industry average.
With personalized and human-like interactions, this solution turned hesitant borrowers into engaged payers.
Lightning-fast engagement with >90% accuracy, ensuring real-time resolution without frustrating delays.
Offering support in Hindi, English, and Hinglish, the voicebots connected with borrowers across diverse demographics, building trust.
Clear, reliable interactions with less than 10% hallucination rate, reducing uncertainty and improving borrower confidence.
Leveraging Exotel’s Conversation Quality Analysis (CQA) tool, the system constantly adapts, ensuring consistently high-quality interactions and outcomes.
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