Use cases/Banking & NBFC
EMI collections and promise-to-pay
Reminds, negotiates within policy, sends the pay link and confirms the payment, in the borrower's language.
VoiceWhatsAppPaymentsReads documentsLive in about 4 weeks
- 24/7 WhatsApp cover, calls only in permitted hours
- Same tone and disclosures on every call
- Promises to pay in the system, not a notebook
How it runs
85%of accounts handled start to finish by AI employees
- Every month
- 1,00,000
- accounts
- Your team steps in
- Approval checkpoint
- 2 hours, then escalates to the collections manager
Illustrative. A 30-day pilot measures your own baseline.
One call, start to finish
A borrower asks to split this month's EMI
On a call
One call, start to finish
A borrower asks to split this month's EMI
On a call
Hardship callBorrower can't pay in full
Borrower
I can't pay the full EMI this month. Can I pay some of it now?
Voice
Part payment on loan LN-4521, understood in the first turn.
Case record
- 01Request loggedPart payment
- 02Plan offered₹6,000 now
- 03Payment matchedUTR 4108 7723
- 04Waiver approved₹590
- 05Promise to pay₹4,200 by 20 Oct
One call, start to finish
A borrower asks to split this month's EMI
On a call
01Hardship callBorrower can't pay in full
Borrower
I can't pay the full EMI this month. Can I pay some of it now?
Voice
Part payment on loan LN-4521, understood in the first turn.
02Plan offeredInside the collections policy
AI employee
You can pay ₹6,000 today and the other ₹4,200 by the 20th, with no late fee.
Collections policyLoan systemYour SOP
Every option offered is one the collections policy allows.
03Payment matchedScreenshot to loan account
Borrower · Done. I've sent you the payment screenshot.
AI employee
Got it. UTR 4108 7723 matches ₹6,000 against your loan.
Payment screenshotDocument intelligence
The screenshot is read and matched to the loan account.
04Waiver approvedA supervisor decides
Borrower · Can you also waive the bounce charge?
Collections supervisor
Approved. The ₹590 bounce charge is waived this once.
Your team
Waivers above policy go to a supervisor with the whole call, within 2 hours.
05Case closedPromise to pay on file
On record
Promise to pay: ₹4,200 by 20 Oct. Receipt sent on WhatsApp.
Call recordedCalling hours checkedDisclosures checkedApproval loggedAudit trail
Ready for your auditors and the regulator, call by call.
Case record
- 01Request loggedPart payment
- 02Plan offered₹6,000 now
- 03Payment matchedUTR 4108 7723
- 04Waiver approved₹590
- 05Promise to pay₹4,200 by 20 Oct
The workflow
Your SOP, run step by step.
8 steps across your customer, AI employees, your team and your systems. 85% of cases run start to finish without a person; your team steps in at one point, only when the SOP says.
AI employees do the workYour team, only when the SOP saysReads and checks documents
Your SOP and your people
Written once by you. Followed on every case.
The SOP, as writtenPlain words, the way your team already works
Remind 3 days before the EMI date on WhatsApp. If unpaid on the due date, call between 8 am and 7 pm. Offer only the options in the collections policy and record a promise to pay. Waivers or restructuring above policy go to a collections supervisor. Confirm the payment against the loan system and send a receipt.
Document intelligence: Reads payment screenshots and UTR numbers and matches them to the loan account; reads hardship proofs such as termination or medical letters.
Where your people step inApproval checkpoint
- Who
- Collections supervisors (group of 4, first free takes it)
- When
- Waiver, settlement or restructuring above the policy cap; any dispute or hardship claim
- Within
- 2 hours, then escalates to the collections manager
- They see
- Account, call summary, what was offered, the AI's recommended plan
Measured
Every case measured. Better every week.
Every conversation is reviewed overnight. What it finds comes back as a change for your SOP owner to approve.
Of every 100 accounts
Accounts due100
Reached on WhatsApp or call92
Engaged in conversation78
Promise to pay recorded55
Paid by due date + 344
Illustrative share of a month's volume reaching each stage.
This week's suggestion · from the nightly review
412 handoffs this week asked for a longer plan than policy allows. Proposal: add a 6-month plan option for first-time defaulters.
Nothing changes until your SOP owner approves it.
On the record, every case
- Every call recorded and transcribed
- Calling-hours rule enforced and logged
- Script and disclosure check on 100% of calls
- Who approved each waiver, when, and why
Voxket AI Office
Your AI office is ready when you are.
Bring one SOP. We'll show it running.
Go beyond intelligence.