Collections Voice Agent with Conduct Guardrails

• Head of Collections
• Collections Strategy Manager
• Chief Compliance Officer
• Head of Customer Grievances

Early-bucket collections, from the first missed EMI through the SMA-0 and SMA-1 stages, depend on reaching many borrowers quickly with the right message. Tele-calling teams are hard to scale and supervise, and a single call with threatening language, wrong timing or disclosure to a family member can become a complaint and a regulatory issue.

We build an outbound and callback voice agent for early-bucket accounts. It confirms it is speaking with the borrower before mentioning any dues, states who is calling and on whose behalf, explains the overdue amount from your LMS and offers a UPI payment link by SMS or WhatsApp. It captures promises to pay with date and amount, records disputes and hardship reasons, and transfers to a human collector when the borrower asks, disputes the debt, mentions illness, bereavement or job loss, or becomes distressed. A conduct policy layer checks every planned utterance before it is spoken and enforces calling windows, contact frequency, prohibited phrases and third-party rules.

• Speaks Hindi, Hinglish, English and selected regional languages, switching when the borrower does
• Right-party confirmation before any mention of the loan or dues
• Real-time conduct guard that blocks threats, misrepresentation and disclosure to third parties
• Calling-window and contact-frequency enforcement per borrower
• Promise-to-pay, dispute, hardship and wrong-number capture into the collections system
• UPI payment links by SMS or WhatsApp, with payment status checked before any follow-up

1. 01Build the call listAccounts by bucket and strategy are pulled from the LMS and filtered for calling window, frequency limits and do-not-call flags.
2. 02Confirm the right partyThe agent identifies itself and the lender and confirms the borrower's identity before discussing the account.
3. 03Explain and listenIt states the overdue amount and due date, listens to the borrower's situation and answers questions from approved content.
4. 04Check for escalationDisputes, hardship, distress or a request for a person trigger a warm transfer or a scheduled human callback.
5. 05Agree the next stepThe agent records a promise to pay or sends a payment link, and confirms the agreed date by SMS.
6. 06Log and reviewOutcomes, transcripts and conduct-check logs flow to the collections system and QA dashboards.

1. Strategy and scheduling
   • LMS bucket and strategy feed
   • Calling-window and contact-frequency scheduler
   • Do-not-call and wrong-number suppression
2. Telephony and speech
   • Outbound dialler and SIP integration
   • Speech recognition for Indian languages
   • Text-to-speech voices per language
3. Dialogue and conduct
   • LLM dialogue manager with approved content
   • Conduct policy guard on every utterance
   • Escalation detector for disputes, hardship and distress
4. Payments and integration
   • UPI payment link generation
   • Collections system and LMS adapters
   • Human collector transfer and callback queue
5. Quality and audit
   • Recording and transcript store
   • Conduct-check logs and QA dashboard

Human collectors take every dispute, hardship case, distressed borrower and request for a person. Collections and compliance teams approve scripts and conduct rules, and QA staff review sampled calls plus every call where the conduct guard intervened.

• Loan management and collections system
• Outbound dialler or contact-centre platform
• UPI payment gateway or payment link provider
• SMS gateway and WhatsApp Business API
• Complaint management system

• Calls only inside the configured window, set within RBI's expectation of recovery calls between 8 a.m. and 7 p.m.
• No discussion of dues until the borrower's identity is confirmed
• Blocked phrases and topics: threats, police or court misrepresentation, shaming, contact with employers or neighbours
• Contact-frequency caps per borrower per day and week
• Immediate transfer on dispute, hardship, distress or a request for a human

• Designed around RBI's Fair Practices Code and recovery-agent conduct expectations; the lender remains responsible for calls made on its behalf.
• Call notice, purpose limitation and recording retention are configured to support DPDP Act 2023 obligations.

• NBFCs & Lending

  Conduct Testing for Collections Voice Agents

  Test collections voice agents, in-house or vendor-built, for harassment, third-party disclosure, misrepresentation and vulnerable-borrower handling in Hindi and Hinglish, with audio evidence.

• NBFCs & Lending

  EMI Reminder and Payment-Link Agent (Voice + WhatsApp)

  Pre-due EMI reminders and bounce follow-ups by WhatsApp and voice in the borrower's language, with UPI payment links, mandate help and receipts, before accounts reach collections.

• NBFCs & Lending

  Field Collection Visit Photo Verification

  Check geo-tagged photos from field collection visits for location, time, live capture and reuse, so collection managers can trust visit records and spot conduct problems early.

• Telecom & Contact Centres

  Call QA and Compliance Auditing on Every Call

  Score every recorded call against your QA form and compliance script, in Hindi, Hinglish and English, so QA analysts spend their time on the calls that need a human ear.