Payment Hardship Agent AI Agent
Automate hardship intake and reschedule requests across WhatsApp, Voice while improving customer retention and reducing roll rates.
Example: Payment Hardship Agent that captures hardship reasons, proposes repayment plans, and routes for approval.
Sales Ops, Underwriting Ops, Collections Ops, CX
Website widget · Missed call · Inbound number · WhatsApp deep link · App chat
Secure actions, supervised handoff, and full audit trails.
Built for teams that need speed and control
Outcomes-first jobs your buyers care about
Capture hardship reason
How: Structured questions on job loss, medical, or cash flow.
Outcome: Clear eligibility for relief
Offer repayment options
How: Suggests deferment or smaller EMIs within policy.
Outcome: Lower delinquency
Collect documents
How: Requests proof where required.
Outcome: Policy-compliant approvals
Route for approval
How: Escalates to collections supervisor with summary.
Outcome: Faster decisions
Step-by-step flow buyers expect to see
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1
Trigger: hardship request
Customer asks for relief.
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2
Qualification
Reason and eligibility captured.
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3
Plan options
Show approved repayment plans.
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4
Action
Create case + upload docs.
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5
Exceptions
Outside policy or high risk.
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6
Wrap-up
Next steps and timeline.
Real scenarios with clear resolution paths
Customer: I lost my job and need help.
Agent: We can offer a 2-month deferment. Shall I start the request?
Customer: Yes.
Customer: I can pay half for the next 3 months.
Agent: I will check if that plan is allowed and update you.
Agent: This request needs supervisor approval. I am escalating it now.
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, Case management, Doc upload, Approval workflow
Enterprise readiness built in
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.
Flexible to your policies, tone, and tools
A phased rollout with clear deliverables
Discovery + call listening
- Workflow map and intent list
- SOP alignment and compliance notes
- Success metrics and QA plan
Pilot on 1 channel + 1 workflow
- Agent prompts and guardrails
- Test cases and failover scripts
- Live dashboard with baseline KPIs
Expand intents + integrate systems
- System actions and data sync
- Multi-channel coverage
- Supervisor playbooks
Optimize + scale
- Continuous QA coaching
- A/B tested prompts and flows
- Governance and reporting
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.
Deploy an AI-supervised agent for your highest-volume workflow.
We consult, design, build, and manage the agent end-to-end.