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

• Head of Customer Service
• Head of Collections
• Digital Channels Manager
• Branch Operations Head

Many missed EMIs are not about unwillingness to pay: a low balance on the debit date, a mandate that failed to register, a changed bank account or a simple lapse of memory. A timely reminder in the borrower's language, with a way to pay at once, can stop some of these accounts from ever reaching a collector.

We build a reminder agent that works on WhatsApp and by voice, chosen per borrower from consent, preference and past responses. Before the due date it sends a WhatsApp template reminder with the amount and date, and calls borrowers who do not read messages or have missed before. On a NACH or e-mandate return, it informs the borrower, explains charges from your schedule and shares a UPI payment link. It answers common questions from approved content, guides mandate re-registration through your existing link, confirms payments when the gateway reports them and sends a receipt. Anything outside its scope goes to customer service with the conversation history.

• WhatsApp template reminders and two-way chat in English, Hindi and regional languages
• Outbound reminder calls for borrowers who prefer voice or have missed before
• NACH and e-mandate bounce notices with charges taken from the lender's schedule
• UPI payment links and QR codes, with payment confirmation and receipts
• Guided mandate re-registration and bank account change through the lender's existing journey
• Channel and timing choice per borrower based on consent and response history

1. 01Pick the cohortAccounts due in the coming days, or with a fresh mandate return, are selected from the LMS with consent and language preferences.
2. 02Choose channel and timeThe agent selects WhatsApp, voice or both for each borrower, within permitted hours and frequency limits.
3. 03Remind and informIt sends the reminder or bounce notice with amount, date and charges from the lender's records.
4. 04Answer and offer paymentIt answers questions from approved content and shares a UPI payment link or a mandate fix link.
5. 05Route exceptionsDisputes, hardship, complaints or unclear requests go to customer service with the conversation history.
6. 06Confirm and recordPayments are confirmed from the gateway, receipts are sent and outcomes are written back to the LMS.

1. Data and scheduling
   • LMS due-date and mandate return feed
   • Consent and language preference store
   • Channel and timing selector
2. Channels
   • WhatsApp Business API with approved templates
   • Outbound voice with Indian-language speech
   • SMS fallback
3. Conversation
   • LLM dialogue manager limited to approved content
   • Intent and escalation detection
4. Payments
   • UPI payment link and QR generator
   • Payment gateway status webhook
   • Receipt generator
5. Integration and reporting
   • LMS write-back adapter
   • Customer service handover
   • Reminder outcome dashboard

Customer service staff take disputes, hardship cases, complaints and any request outside the approved scope. Collections and compliance teams approve templates, scripts and contact rules before use.

• Loan management system
• WhatsApp Business API through an approved provider
• Voice dialler or telephony provider
• Payment gateway or UPI payment link provider
• NACH and e-mandate management platform

• WhatsApp messages only to borrowers with recorded consent, using approved templates
• Amounts and charges always read from the LMS, never generated by the model
• Payment links only from the lender's gateway, never to personal accounts or third-party UPI IDs
• Frequency caps and permitted hours per borrower
• Opt-out from WhatsApp and calls honoured immediately

• Designed to support the RBI digital lending requirement that repayments go directly to the lender's account without third-party pool accounts, and DPDP Act 2023 consent requirements.
• Reminder templates carry no promotional content; channel use follows WhatsApp policies and TRAI commercial communication rules.

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