Customer Story
Beyond Industry Benchmarks: How Gen-AI Voicebot Drove 20% Conversions for a Leading Indian Financier
~20% conversion rate
Over 90% accuracy
50% call pickup rate
Redefining Debt Collection
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.
About the client
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.
Challenges
High Days Past Due (DPD)
leads to extended recovery periods and increased write-offs.
Language Barriers
cause miscommunication and reduced borrower engagement.
Limited Agent Availability
results in missed opportunities and delayed follow-ups.
Hesitant Borrowers
contribute to lower response rates and disengagement.
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.
The Solution
The tech that powers it
Generative AI
for more human-like conversations
RAG (Retrievel Augmented Generation)
delivering real-time and accurate responses
Sentiment Analysis
to make dynamic tone adjustments
Encryption APIs
so that no PII mishandling occurs
Omnichannel Integration
for unified borrower engagement
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 Impact
Measuring Success in Numbers
50% Call Pickup Rate
Achieved through refreshed virtual numbers, ensuring borrowers are reached effectively—double the industry average.
18-20% Conversion Rate
With personalized and human-like interactions, this solution turned hesitant borrowers into engaged payers.
Under 3 Seconds Response Time
Lightning-fast engagement with >90% accuracy, ensuring real-time resolution without frustrating delays.
Intangible Victories
Multilingual Personalization
Offering support in Hindi, English, and Hinglish, the voicebots connected with borrowers across diverse demographics, building trust.
Reduced Borrower Hesitancy
Clear, reliable interactions with less than 10% hallucination rate, reducing uncertainty and improving borrower confidence.
Continuous Performance Optimization
Leveraging Exotel's Conversation Quality Analysis (CQA) tool, the system constantly adapts, ensuring consistently high-quality interactions and outcomes.