CollectionsUS · Cards
Debt recovery for a card issuer
Checks account status live, negotiates a plan with empathetic handling, and warm-transfers to complete payment.
Connected banking AI. Built around your controls.
Agents, Intuition, Cortex, Inference Cloud, AI Systems and Custom Models connect customer conversations with banking operations. Start with one workflow, its integrations and the review controls it needs.
In production with
Aditya Birla Capital
Aditya Birla CapitalOne conversation, connected to the work behind it.
Explore the contribution of each product, from customer intent to a reviewable operational outcome.
Illustrative journey · Studio process view
From a payment question to a supported next step
Michael · Chicago · voice conversation
“Can we discuss my payment options after payday?”
Loan ledgerVoiceCollections CRM
Business goal
Resolve payment enquiries with a recorded next step
- 01Payment enquiry
- 02Account context
- 03Approved options
- 04Promise recorded
Exception path
Dispute or hardship → specialist review
Evidence in Studio
Payment status, call disposition and agreed date
Next action
Schedule the agreed follow-up; reconcile against actual payment.
Agents in this journey
Discuss approved payment options and transfer disputes with context.
Explore AgentsStaff handle disputes and approve exceptions. A promise to pay is not a confirmed payment. Product scope and integrations are configured for each engagement.
Published customer story
Aditya Birla Capital · India
Voice AI across financial services
A six-week rollout connecting customer outreach and servicing across mutual funds, health insurance and housing finance.
Published May 15, 2026
Read case study →Shared context across the customer lifecycle
The same customer context connects enquiry, onboarding, service and follow-up through the products each workflow needs.
ACQUIRE
Lead qualification
Captures applicant intent, prepares required information and coordinates branch visits for staff review.
ONBOARD
KYC & activation
Chases pending documents, re-KYC and first-use activation nudges.
SERVICE
Enquiries & disputes
Balance, statements, transaction verification, dispute intake.
COLLECT
Early & late buckets
Pre-due reminders through hard buckets, with payment plans.
RETAIN
Grow & win back
Top-ups, SIP reactivation, dormant revival, cross-sell.
Every step touches a real system
A collections conversation is only useful if it can read the account, negotiate within policy, take the payment and write the outcome back. This is one call, end to end.
Policy-bounded negotiation, never improvisedInput PII checks on configured chat routes; logging and retention scoped separatelyHuman transfer the moment a dispute is raised
TRIGGER
Bucket assignment from the core systemOverdue EMIs stream in with balance, tenure and prior-promise history.
IDENTIFY
Verify the right party, in their languageLanguage detected on the first turn; third-party disclosure rules enforced.
NEGOTIATE
Offer a plan inside approved boundariesPart-payment, settlement and date-shift options priced against policy.
ACT
Send the payment link, or transferLink over WhatsApp and SMS, or a warm transfer with full context.
WRITE BACK
Disposition into the CRMPromise-to-pay, refusal reason and next action, with the recording attached.
LEARN
Evaluate and feed the next attemptWhich opening, hour and offer recovered the balance — scored automatically.
Improve from every outcome.
Use Cortex to connect conversation evidence with account outcomes. Intuition proposes changes to timing and follow-up, while the team reviews evaluation results before updating the agent.
Opening and personaCall hour and retry gapObjection handlingChannel mix per cohortOffer sequencingEscalation threshold
Changes ship behind approval — every adjustment is versioned and auditable.Evaluate outcomes and cost per resolved account
01 · OBSERVEEvery call, transcribedOpenings, objections, hours and channels are all captured.
02 · SCOREAgainst the outcomeRecovered or not — evals label each conversation automatically.
03 · TUNEMove the levers that matteredPersona, timing, offer sequence and retry gap adjust per cohort.
04 · SHIPVersioned, behind approvalEvery change is auditable and reversible — then the loop repeats.
…and the next call starts from what the last one learned.
Choose where your data runs.
Design the deployment around required data boundaries. Confirm model hosting, telephony, storage, provider dependencies and access controls before rollout.
Data path
Agree audio processing and storage boundariesSelect approved provider or private model endpointsDefine transcript storage and retention
Dedicated
Private cloud / VPC
Isolated tenancy in your cloud account, under your network controls and key management.
Private deployment
On-premise
Full install in your data centre — telephony, media servers, models and storage.
Sovereign
Air-gapped & state-owned
In-country, state-controlled deployments for public-sector banks and government programmes.
ControlsConfigured chat-input PII detection and redactionConfigured consent and disclosure workflowsRequest and available administrative audit recordsConfigurable retention
Explore regional banking conversations
Start with one bucket. Expand across the lifecycle.
Most banks begin with a single collections or reactivation campaign, prove recovery against a control group, then extend the same agent to service and sales.