Historically, debt recovery operations relied heavily on manual intervention:
- Lenders shared Excel sheets containing lists of defaulters—each with details like:
- Name, age, and contact information
- Loan amount and EMI history
- Document verification records
- Default frequency and repayment history
- Previous Promise-To-Pay (PTP) commitments
- Collection teams manually segmented customers, reviewed histories, and assigned agents based on seniority and case complexity.
This process was:
- Resource-intensive, requiring significant manpower
- Prone to inconsistencies, as tone and negotiation style varied across agents
- Slow to scale, especially during peak collection cycles
AI Voice Agents Tailored to Customer Profiles
AI Workfllow designed a multi-layered AI Voice Calling Agent system replicating the behavior of human collection agents—while adding speed, consistency, and scale.
Step 1: Intelligent Segmentation Engine
- The system ingests raw Excel sheets in real time.
- It automatically classifies defaulters into risk bands using rules such as:
- Recency and frequency of defaults
- PTP compliance scores
- Outstanding amount brackets
This ensures each customer is routed to the right AI agent persona.
Step 2: Persona-Based AI Voice Agents
Drawing inspiration from the best-performing human agents, we developed three AI personas, each trained on:
- Tone and voice modulation
- Vocabulary and negotiation tactics
- Escalation language
Persona examples:
Senior-Level AI Agent
- Authoritative tone
- Legal and compliance-backed messaging
- Clear payment deadlines
- Subtle urgency to prevent escalation
Mid-Level AI Agent
- Firm yet empathetic tone
- Direct call to action for payment
- Encouragement to maintain credit health
Entry-Level AI Agent
- Neutral, informative tone
- Friendly reminders and payment link delivery
Step 3: Dynamic Voice Routing
When a call is triggered:
- The AI selects the appropriate persona.
- Conversation scripts dynamically adjust in real time based on customer responses.
- Key tactic replicated: Requesting the customer to repeat their promise to pay (amount and date) for psychological commitment.
Step 4: Automated Payment Assistance
Post-call, the AI:
- Sends an SMS and/or email with payment links.
- Updates the repayment status in the CRM automatically.
- Flags high-risk accounts for further escalation.
Process Flow Recap
- Data ingestion and segmentation
- Persona assignment
- AI-powered outbound call
- Customer interaction and PTP capture
- Automated reminders and CRM updates
Tech Stack and Solution:
AI/Technology Definition:
Agentic AI voice workflows built on NLP models trained with real debt collection scripts and tone datasets.
Company Capabilities:
High-accuracy speech recognition
Persona voice training
Compliance integration due to regulatory requirement
Data Analysis Approach:
Behavioral data from historical calls fed into training sets to simulate negotiation tactics.
We knew that tone and timing drive repayment rates. By embedding behavioral science in AI workflows, we turned collections into predictable outcomes.
- Dhruv Dholakia, Founder at AI Workfllow
The new AI Voice Agent system delivered measurable impact within 90 days.
- Faster resolution of overdue accounts
- Consistent and compliant communication across all customer segments
Find solutions to your business efficiency by getting an introductory call with us today.
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