BFSI
KYC reminders, policy info, EMI alerts, service requests, and authenticated escalations
Client
Bloomside
Category
KYC reminders, policy info, EMI alerts, service requests, and authenticated escalations
Date
Feb 12, 2025
A BFSI player (lending, insurance, or fintech) was struggling with high-volume, low-efficiency calling operations.
Large outbound teams were dialing leads from campaigns to qualify interest, verify details, or offer products.
Early-stage calls were highly repetitive—basic questions with low conversion.
Collections teams were overloaded making reminder calls for small-ticket EMIs or payments.
Manual work made it hard to standardize scripts, control quality, and track outcomes across thousands of calls.
This resulted in high operational cost, inconsistent customer experience, and leakage in collections.
Aguken AI implemented conversational voice AI agents for both front-end lead qualification and back-end collections support.
For new leads, the AI voice agent made outbound calls to verify intent, confirm basic KYC fields, and check eligibility parameters before passing hot leads to human agents.
It followed compliant, pre-approved scripts, ensuring controlled messaging and disclosures.
For collections, the AI agent made gentle, multilingual reminder calls ahead of due dates and shortly after missed payments.
Customers could respond naturally (“Kal tak ho jayega”, “Do din baad call karo”, “Already paid”) and the system logged promises-to-pay, disputes, or call-back requests.
All outcomes were captured in structured form and synced with existing CRM or collections platforms.
With Aguken AI in their stack:
BFSI teams reduced the manual load on agents for repetitive early-stage or reminder calls.
Human callers could focus on high-value, complex, or high-risk cases where persuasion and negotiation truly matter.
Script adherence and compliance improved because the AI followed approved flows consistently.
Collections teams benefited from more touchpoints with customers without proportionally increasing cost.
The net effect is a more efficient, compliant, and scalable calling operation—essential in BFSI where every basis point of efficiency and recovery impacts the bottom line.
