Use case · Collections

Collections calls that stay compliant and human

Delinquent accounts need persistent, respectful outreach — not robocall rage. SvaraCall AI runs RBI-aware collection scripts, captures promise-to-pay, and escalates hardship to licensed agents.

Discuss collections pilotAll use cases
  • RBI-aware scripts
  • PTP / broken PTP
  • Hardship routing
  • Audit trail

36%

Promise-to-pay rate on connected collection calls

−24%

Roll-forward to NPA in 180+ DPD pilots

100%

Calls recorded with disclosure for audit

0

Tolerance for abusive or threatening language

Problem

Collections scale breaks compliance

NBFCs and lenders face a dual challenge: recover overdue EMIs at scale while staying inside RBI fair-practices and TRAI telemarketing rules. Manual agencies vary wildly in tone; high attrition means script drift and reputational risk.

Today

Legacy collection gaps

  1. 1Agency dialers blast lists with minimal personalization.
  2. 2Agents threaten or misstate legal consequences — brand risk.
  3. 3Broken promises not tracked — same account over-called or under-called.
  4. 4No language match in tier-2 portfolios — connect rates collapse.
  5. 5Audit requests struggle to produce consistent call evidence.

With SvaraCall

Compliant AI collection workflow

  1. 1Segment by DPD bucket with script intensity matched to stage.
  2. 2Agent identifies self, lender, outstanding amount, and recording disclosure.
  3. 3Negotiates payment plan or full settlement within approved parameters.
  4. 4Captures PTP with date and amount; schedules auto follow-up.
  5. 5Hardship, dispute, or legal keywords → licensed human collector.

Controlled collections

  • Script lock

    No agent improvisation — approved language only, every call.

  • PTP discipline

    Automated follow-up on broken promises without manual list prep.

  • Portfolio language match

    Telugu and Hindi for AP, Telangana, UP, Bihar-heavy books.

  • Audit-ready

    Full recording, transcript, and outcome tied to loan account ID.

Collection performance (illustrative)

Recovered in 10K-account pilot over 6 months
+₹1.1Cr

Recovered in 10K-account pilot over 6 months

Cost per rupee collected vs manual agency
−31%

Cost per rupee collected vs manual agency

Customer complaint rate vs prior agency
−42%

Customer complaint rate vs prior agency

Script adherence in QA sampling
99.2%

Script adherence in QA sampling

DPD stage script intensity

DPD bucketCall frequencyEscalation
1–30 daysEvery 3 daysPTP follow-up only
31–60 daysEvery 2 daysPayment plan offer
61–90 daysDailyHuman collector at dispute
90+ daysPer legal policyLicensed agency handoff

Collection call (Telugu)

Agent: Namaskaram, nenu XYZ Finance nundi — mee loan EMI ₹8,200 45 rojulu overdue undi. Record avutundi. Eroju pay cheyagalara?
Customer: Salary delay ayyindi, next week istanu.
Agent: Next Friday ki ₹8,200 promise log chesanu — link SMS lo pampanu. Kastam unte human counsellor ki connect chestanu.

Collections deployment

  1. Step 1

    Legal review

    Scripts approved by your compliance team per DPD stage.

  2. Step 2

    Data ingest

    Secure loan tape sync — account ID, balance, DPD, language pref.

  3. Step 3

    PTP automation

    Broken PTP triggers next call; kept PTP suppresses dial.

  4. Step 4

    Human overlay

    Licensed collectors take hardship and settlement above threshold.

Collections ecosystem

Debt collection FAQs

Does SvaraCall replace licensed collection agencies?
It automates early and mid-stage outreach; licensed humans handle legal and hardship per your policy.
Are scripts RBI fair-practices aligned?
Base scripts follow common RBI guidance; your compliance team finalizes wording before go-live.
Can AI negotiate settlement discounts?
Only within pre-approved discount matrices — no ad-hoc concessions on call.
How is borrower data protected?
DPDP-aligned hosting in India; PII masked in dashboards; role-based access to recordings.
What languages for regional portfolios?
Telugu, Hindi, English live; Tamil and Kannada on roadmap for select pilots.
TRAI rules for promotional vs service calls?
Collection outreach uses consented transactional templates on DLT-registered headers.

Scale collections with compliant voice AI

Review scripts with your compliance team and pilot one DPD bucket — measure PTP and recovery vs baseline.

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