Lending & Fintech use case

Inbound Loan Concierge AI Agent

Automate inbound eligibility, rate, and application status queries across Web chat, Voice while improving first-contact resolution and reducing average handling time.

Example: Inbound Loan Concierge Agent that answers eligibility, pricing, and status, then completes KYC steps with authenticated actions.

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Channels: Web chat · Voice Outcomes: Lower abandonment · Reduced AHT · Faster resolution
Enterprise security
Prebuilt integrations
Go-live in weeks
Omnichannel
Teams

Sales Ops, Underwriting Ops, Collections Ops, CX

Entry points

Website widget · Missed call · Inbound number · WhatsApp deep link · App chat

Deployment

Secure actions, supervised handoff, and full audit trails.

Who it's for

Built for teams that need speed and control

Sales Ops Underwriting Ops Collections Ops CX Web chat Voice Website widget Missed call Inbound number WhatsApp deep link App chat
What it does

Outcomes-first jobs your buyers care about

Answer eligibility and rate questions

How: Checks policy rules and surfaces personalized EMI examples.

Outcome: Higher conversion to application

Track application and disbursal status

How: Reads LOS status and communicates next steps instantly.

Outcome: Lower inbound status calls

Collect missing documents

How: Identifies gaps and sends secure upload links.

Outcome: Reduced pendency

Schedule callbacks for exceptions

How: Routes complex cases to an RM with context.

Outcome: Faster resolution

End-to-end workflow

Step-by-step flow buyers expect to see

  1. 1

    Trigger: inbound call/chat

    User asks about a loan.

  2. 2

    Intent detection

    Eligibility, status, or pricing query.

  3. 3

    Verification

    OTP + application lookup.

  4. 4

    Action

    Send status, doc link, or callback.

  5. 5

    Exceptions

    Flag risk or special pricing needs.

  6. 6

    Wrap-up

    Summary + next step reminders.

Sample conversations

Real scenarios with clear resolution paths

Scenario A: Happy path: eligibility check Web chat

Customer: Can I get a 5L personal loan?

Agent: Yes. Based on your income, EMI is approx 15,300 for 36 months.

Customer: Great, send me the link.

CRM note: Eligibility confirmed for 5L PL, 36 months. App link sent.
Scenario B: Edge case: status stuck Voice

Customer: My application is pending for a week.

Agent: It needs address verification. I can schedule a call today.

CRM note: Address verification pending. Callback scheduled 2 PM.
Scenario C: Escalation: grievance Voice

Customer: I want to file a complaint.

Agent: I am transferring you to the complaints desk with your case details.

CRM note: Complaint handoff. Provided application ID and timeline.
Integrations

Systems connected with secure actions

Systems of record

LOS/LMS, CRM, KYC, Risk, Collections

Service stack

Zendesk, Freshdesk, Knowledge base

Comms

Dialer/telephony, WhatsApp provider, SMS, Email

Action tools

Document collection, eSign, Payment links, Calendar, LOS status, OTP verify, Doc upload, Callback scheduler

Supported methods: API · Webhooks · RPA fallback Data sync: Read + write
Guardrails & controls

Enterprise readiness built in

Role-based access with OTP or SSO for sensitive actions
PII redaction and masked views for IDs and payment details
Policy-locked response blocks for compliance language
Sentiment and risk thresholds that trigger human takeover
Full transcripts, action logs, and disposition codes
QA sampling, scorecards, and prompt/version control
KPIs & measurement

What you will improve

Connect rate

Percent of leads reached within SLA.

Application completion

Share of leads that finish the application.

KYC TAT

Time from doc request to verification.

Disbursal TAT

Time from approval to disbursal.

PTP kept rate

Promise-to-pay commitments honored.

Early DPD leakage

Delinquency within 1-30 days.

AHT

Average handling time per interaction.

CSAT/NPS

Customer satisfaction scores post-interaction.

Configuration

Flexible to your policies, tone, and tools

Intents and flows
Tone and brand voice
Knowledge sources (FAQs, SOPs, policy docs)
Eligibility and routing rules
Dispositions and tags
Languages and accents (voice)
Business hours, SLAs, and fallback policies
Implementation plan

A phased rollout with clear deliverables

Week 0

Discovery + call listening

  • Workflow map and intent list
  • SOP alignment and compliance notes
  • Success metrics and QA plan
Phase 1

Pilot on 1 channel + 1 workflow

  • Agent prompts and guardrails
  • Test cases and failover scripts
  • Live dashboard with baseline KPIs
Phase 2

Expand intents + integrate systems

  • System actions and data sync
  • Multi-channel coverage
  • Supervisor playbooks
Phase 3

Optimize + scale

  • Continuous QA coaching
  • A/B tested prompts and flows
  • Governance and reporting
FAQs

Buyer objections, answered

How do you handle exceptions?

The agent routes exceptions to a human with full context, suggested next steps, and a clear disposition.

What happens when the agent is unsure?

It asks clarifying questions, consults the approved knowledge base, or escalates based on confidence thresholds.

Can we restrict what it can say or do?

Yes. Guardrails lock sensitive responses and require approvals for authenticated actions.

How are transcripts stored?

Transcripts and action logs are stored with retention controls and audit access.

How does handoff work with our CRM or ticketing?

The agent writes structured notes, tags, and next steps directly into your system of record.

What languages and accents are supported for voice?

Major Indian and global languages with configurable voice and accent options.

See this agent live on your workflow

See the agent live with your data, policies, and channels.

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