Banking & Finance
A leading NBFC (Non-Banking Financial Company) offering personal loans, business loans, and gold loans across Tier 1 and Tier 2 cities was operating a 120-seat call center for customer service, collections, and loan status updates. Despite the large team, their average speed to answer was 4.5 minutes, first-call resolution rate was only 54%, and collections contact rates were declining due to agent fatigue and inconsistent script adherence. ElidePro deployed AI voice agents across three core workflows — customer service, payment reminders, and KYC verification follow-ups — transforming the economics and performance of their contact center.
The Challenge
The NBFC faced mounting pressure on three fronts simultaneously. Customer service calls were growing with their loan book, but hiring and training new agents was slow and expensive. Their collections team was burning out on high-volume outbound reminder calls — each agent making 120-150 dials per day with connection rates below 35%. KYC and document verification follow-ups were being done manually by relationship managers who were better utilized for new business development. The cost per resolved interaction was increasing quarter-over-quarter despite stable headcount.
The ElidePro Solution
ElidePro deployed three specialized AI voice agents across the NBFC's operations. For customer service, the AI handled loan status inquiries, EMI schedule queries, account balance checks, branch location information, and repayment-related FAQs — resolving 80% of queries without human escalation. For collections, the AI ran the first 3 contact attempts on every overdue account — delivering personalized payment reminders, offering self-service payment portal links, and capturing promise-to-pay commitments before escalating hard cases to human collectors. For KYC, the AI called applicants to verify document submission status and prompt completion — removing the task entirely from relationship managers.
Results After 90 Days
Customer service AI resolved 80% of inbound queries without human involvement — reducing the required agent headcount for Tier-1 support by 60%. Average speed to answer improved from 4.5 minutes to under 20 seconds. First-call resolution rate increased from 54% to 81%. Collections contact rate improved from 35% to 68% as the AI executed 3x more contact attempts per account per day without fatigue. Collections recovery rate on AI-contacted accounts improved by 22% versus the human-only baseline. Total contact center operational costs reduced by 55%.
Key Use Cases Automated
Loan status and EMI schedule inquiries, overdue payment reminders across all loan products, promise-to-pay recording and follow-up scheduling, KYC document submission follow-up and verification prompts, new applicant status update calls, interest rate and product information queries, branch and IFSC code information, post-disbursement satisfaction surveys.
Why ElidePro for BFSI
Financial services AI must balance efficiency with compliance. ElidePro's voice agents are designed to adhere strictly to approved scripts — ensuring regulatory compliance on every call. For collections, the AI maintains a respectful, empathetic tone on every interaction — protecting the institution's reputation while maximizing contact rates. All calls are recorded, transcribed, and available for audit. The system integrates with core banking systems and loan management platforms via secure APIs.