Collections, servicing and onboarding calls, all by an AI agent that follows RBI's rules
Our Voice AI agent handles the call, the WhatsApp follow-up and the payment link. It only dials inside the 08:00–19:00 window, states who it is and who it is calling for, logs every word to your CRM, and hands the difficult conversation to a human before it becomes a complaint.
See it run on your own call flow
30 minutes with a solution architect who has shipped this into regulated environments. We will map one workflow — usually bucket 0–30 — against your LMS and show you the call.
Trusted by Teams Across Industries
Three regulations landed on your calling operation inside eighteen months
Most lenders solved them with process notes and agent training. Process notes do not scale to four lakh calls a month, and a training deck is not an audit trail. Rules that live inside the dialler do not get forgotten at 7:04pm on a quarter-end Friday.
The 1600-series migration
Service and transactional voice calls must originate from a TRAI-allocated 1600-series number. Phased by entity: commercial banks first, NBFCs above ₹5,000 crore in assets from 01 Feb, the rest by 01 Mar 2026. A customer who does not recognise your number does not answer — and the whole point of the series is that they now can.
TRAI direction under TCCCPR 2018; RBI circular dated 17 Jan 2025.Fair Practices Code on recovery
No contact before 08:00 or after 19:00. No intimidation, no persistent calling, no approaching family or referees, no misleading representation. The exposure is not theoretical — it is the single most common route to an Ombudsman complaint against a lender's collections function.
RBI/2022-23/108, 12 Aug 2022 — responsibilities of REs employing recovery agents.DPDP Act and Rules
Notified November 2025 with a phased runway. Consent has to be specific, recorded, and withdrawable — which means the consent state has to be readable by whatever places the call, at the moment it places it. Retrofitting that into a dialler later is the expensive version.
Digital Personal Data Protection Rules, 2025, notified by MeitY, Nov 2025.Your book is growing faster than your calling capacity can
NBFC credit grew 14.4% year-on-year in June 2026, with retail lending up 20.3%. Headcount in collections and servicing did not grow 20%. Something has been quietly giving way, and it is usually the same three things.
The cheapest money to collect is the money nobody calls about
Pre-due and 0–30 DPD is where a reminder still works and a human agent is least likely to be assigned. Teams triage upward, towards the harder buckets, because that is where the manager's number is. The soft bucket silently rolls forward.
Compliance risk concentrates at exactly the wrong hour
Month-end targets and a hard 19:00 cut-off pull in opposite directions. One agent making one call at 19:20 is a Fair Practices Code breach, and it will be the one call the borrower records. Enforcement belongs in the system, not in a supervisor's memory.
Languages you need, on a bench you cannot staff
A pan-India book needs Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Punjabi on any given shift. Staffing that in one contact centre is a rostering problem with no clean answer, so the calls go out in the wrong language and contact rate drops.
Thirty-five banking conversations, one agent
Collections is where the ROI is obvious, so it is usually first. It is rarely the only one worth doing — the same agent, the same integration, the same consent record.
Collections & recovery
Every call placed inside the permitted window, opening with a disclosure of who is calling and on whose behalf, and stopping the moment a dispute is raised.
- Pre-due EMI reminder at D-5, D-3 and D-1 in the customer's own language, with the payment link pushed to WhatsApp during the call.
- Bucket 0–30 soft reminder with a promise-to-pay captured as a dated commitment and written straight into the LMS.
- PTP follow-up on the promised date — the call a human team almost never gets round to making.
- NACH or e-mandate failure handled inside the 72-hour re-presentment window, with a fresh debit date confirmed on the call.
- Settlement and restructuring read out only from options you have pre-authorised; anything outside them routes to a human.
- Right-party verification before a single account detail is disclosed to whoever picked up.
- Field-visit confirmation so a recovery officer is dispatched to someone who is actually at home.
- Dispute detection — the moment a borrower contests the amount, the agent stops collecting and opens a case.
What the call actually sounds like
Configured, not coded: permitted-hours window, per-state holiday calendar, maximum attempts per day and per week, cooling-off after a PTP, and a hard stop on any number in your DNC or litigation list.
Payments & servicing
The high-volume, low-complexity inbound traffic that fills your queue and inflates average handle time without generating a rupee.
- Payment confirmation callback after a collection clears, closing the loop the customer would otherwise call in to close.
- Cheque or NACH bounce intimation with the charge explained and the next payment option offered on the same call.
- Foreclosure and part-payment quotes generated live from the LMS and read back with the valid-until date.
- Balance, statement and last-transaction queries after authentication, with the statement dispatched by email or WhatsApp.
- Repayment date and mandate changes captured, validated against policy, and raised as a service request.
- Service request status callbacks on raise, on update and on closure — outbound, so nobody has to chase.
- Standing instruction and auto-debit registration walked through step by step, with the confirmation logged.
What the call actually sounds like
The point of this tab: deflecting routine servicing is what frees the human bench for the collections and dispute calls that actually need a person.
Onboarding & KYC
The stretch between application and first EMI is where drop-off is highest and where a call costs least to make.
- Application status callback — typically the single highest-volume inbound query at a digital lender, and fully answerable without a person.
- Document pendency chase naming the exact document, why it is needed and the link to upload it.
- V-CIP appointment booking and the reminder an hour before, which is what actually determines whether the slot is used.
- Periodic re-KYC campaigns run against a due list, with the outcome written back per customer.
- Address and contact verification before disbursal, so the collections team is not later calling a dead number.
- Post-disbursal welcome call covering EMI date, amount, mandate and where to reach you — the cheapest delinquency prevention there is.
- Mandate registration confirmation so a failed first presentment is caught before it becomes a first-EMI default.
What the call actually sounds like
Worth noting: a first-EMI bounce caused by an unregistered mandate is an onboarding failure that gets recorded as a credit event. This tab prevents the ones that were never about ability to pay.
Lending, cards & sales
Speed to lead decides who converts. An agent that answers in seconds, at 11pm, in Tamil, is not competing with your sales team — it is competing with the lender who called first.
- Inbound enquiry qualification on income, employment type, city, amount and tenure — scored and routed before a human sees it.
- Speed-to-lead callback within seconds of a digital application being submitted, while the applicant still has the tab open.
- Abandoned application recovery against the drop-off list, picking up at the step the applicant stopped on.
- Pre-approved offer outreach to an existing-to-bank list, with consent captured and timestamped on the call.
- Card activation, limit enhancement and EMI conversion offered contextually rather than blasted to the whole base.
- Cross-sell and attach calls with a hard stop on anything the customer has not consented to receive.
- Branch or RM appointment booking written directly into the relationship manager's calendar.
What the call actually sounds like
Consent, explicitly: promotional outreach runs against your DLT-registered consent state and DNC scrubbing. If consent is absent or withdrawn, the number is not dialled — there is no override in the interface.
Fraud, alerts & support
The calls where seconds matter and volume is unpredictable — exactly the shape of demand a human roster handles worst.
- Transaction verification on a flagged debit — confirm or block, in the seconds where that still makes a difference.
- Card block and hotlist requests handled end to end, at 3am, without a queue.
- Dispute and chargeback intake with the case opened in your CRM and the reference number read back.
- Outage and maintenance notification to a segment or the whole base, in minutes rather than shifts.
- Insufficient-balance and cheque-return alerts ahead of the presentment, so the customer can still act.
- Complaint intake with a ticket, an SLA clock and the call recording attached to the record.
- After-hours and holiday overflow for the contact centre, with anything sensitive escalated rather than attempted.
What the call actually sounds like
Escalation is a first-class path, not a failure state. Sentiment, keyword and intent triggers route the call to a human with the full transcript already on their screen.
The call is the start of the conversation, not the whole of it
A reminder call that ends without a payment link has done half a job. GirikVoice moves between channels inside a single interaction and keeps one thread against one customer record.
Voice
Inbound and outbound, on your 1600-series numbering, with barge-in and interruption handling.
Payment links, statements and document uploads pushed mid-call and logged to the same record.
SMS
DLT-registered templates for the confirmations and reminders that do not need a conversation.
WebChat
The same agent on your site and app, so a customer does not restart when they switch device.
Human handoff
Escalation with full context, so the agent who picks up is not asking the customer to repeat themselves.
Why the contact-centre numbers move — and which ones
We are not going to put someone else's recovery percentage on this page. What we will do is be precise about the mechanism, so you can run the arithmetic against your own book before the call.
Average handle time
Falls because authentication, balance lookup and status queries stop consuming agent minutes. The residual human calls get longer, not shorter — they are the complex ones now.
First-contact resolution
Rises where the agent can complete the action — raise the request, send the link, book the slot — instead of promising a callback that becomes a second contact.
Contact rate
Rises on three levers at once: calling in the right language, calling at the hour that customer historically answers, and calling from a number the 1600 series makes recognisable.
Cost to serve
Falls in bucket 0–30 and in routine servicing, where volume is high and each interaction is nearly identical. It does not fall in dispute handling, and you should not model as if it will.
For context on what the sector is publishing: girikon.ai's own banking practice reports a 45-second average hold time, a 38% increase in first-call resolution and a 22% reduction in call-centre staffing cost within two quarters. Your numbers will depend on your product mix, your book and where you start.
The controls your risk team will ask about, before they ask about anything else
These are configurable platform capabilities, set per deployment. They are stated as capabilities, not as certifications — the certifications we hold are named separately below.
Calling-window control
08:00–19:00 by default, with per-state holiday calendars and per-campaign overrides that require a named approver.
Identity disclosure
Every outbound call opens by stating that it is automated, who is calling and on whose behalf, before any account matter is raised.
Consent state at dial time
The agent reads consent and DNC status at the moment of dialling, not from an overnight extract. Withdrawal takes effect on the next call, not the next batch.
Recording and retention
Full recording and transcript against the customer record, with retention tiers set to your policy and audit-ready export.
PII masking
Account numbers, identifiers and other personal data masked in transcripts and logs, with role-based permission to unmask.
Data residency
In-region hosting available for Indian deployments. Confirm the specific region and sub-processor list with our architect — it is a contractual term, not a marketing line.
Encryption and access
Encryption in transit and at rest, role-based access, immutable audit logging and a 99.99% uptime SLA.
Certifications held
SOC 2 Type II audited. GDPR-aligned workflows. HIPAA-compliant deployments where relevant. Girikon is a Salesforce Consulting Partner.
Independently audited and certified
Any CRM. Any LMS. Any telephony. Including the ones you are not going to replace
GirikVoice sits over the stack you already run rather than asking you to change it. If you happen to be on Salesforce we go deeper than most — Girikon has been a Salesforce partner since 2015 — but nothing on this page assumes it, and no capability is gated behind it.
Any CRM, any core system
Salesforce, Dynamics, Zoho, HubSpot — or the in-house LOS your team built in 2016 and nobody wants to touch. REST and webhooks both directions, so outcomes land where your reporting already looks.
Your telephony stays yours
Bring your own carrier, SIP trunk and 1600-series numbering. We are not a telecom reseller, so there is no commercial reason for us to push you off what you already have.
Triggered by your events
Campaigns fire from a presentment failure, a DPD bucket change or an application stage — from Salesforce Flow or from your own webhook. Not from a list somebody exports on Monday morning.
Not another pilot that quietly dies. One workflow, in production, in four weeks
Most lenders we speak to have already run an AI pilot that never left the sandbox — usually because it was scoped as a technology evaluation rather than as one workflow with a number attached. Pick the workflow with the clearest arithmetic, put it against a controlled segment with a human control group, and let the result decide whether it widens.
Workflow and compliance scoping
We map one workflow end to end with your collections and compliance leads: triggers, permitted windows, escalation rules, what the agent may and may not say.
Integration and language build
Connect to your LMS or CRM, wire the consent and DNC read, build the call flow in your two or three highest-volume languages.
Controlled pilot
Run against a ring-fenced segment with a human control group alongside. You measure contact rate, PTP capture and complaints — not us.
Scale and add workflows
Widen the segment, add languages, then take the next workflow. Each one after the first is configuration, not a new project.
The questions risk and collections ask us first
It is the right worry, and it is exactly what the 1600-series migration is meant to fix — a recognisable, regulator-allocated number for service and transactional calls. On top of that, the agent discloses in the opening line that the call is automated, names your institution and states what it is calling about, before it asks for anything. It never asks for an OTP, a PIN, a password or a card number. That last rule is not configurable, because the moment a legitimate lender's automated agent asks for a credential, it has trained the customer to give credentials to whoever asks next.
The 08:00–19:00 constraint sits in the dialling layer, not in an agent script or a supervisor's judgement. Calls outside the window are not placed — they queue for the next permitted slot. Per-state holiday calendars, maximum attempts per day and per week, and cooling-off after a captured promise-to-pay are configured the same way. Overrides exist for genuinely non-recovery communication but require a named approver and are logged as such. The reference is RBI/2022-23/108 dated 12 August 2022.
GirikVoice supports over 100 languages across deployments. For an Indian lending book the working set configured is typically English, Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Punjabi, including code-mixed speech — which is how people actually talk about money on the phone. The language for each customer is selected from your record, and the register is set to the formal BFSI tone rather than a marketing voice. Confirm your specific language list with the architect on the call; it is a scoping item, not a licence tier.
The agent stops collecting. A dispute, a hardship claim, a legal reference or a rise in distress signals routes the call to a human with the transcript already on screen, or books a callback if no one is available. This is deliberate design, not a limitation — an automated system that argues about a disputed amount is precisely how a collections function ends up in front of the Ombudsman. Negotiation stays with your people; the volume work does not.
You remain the data fiduciary; we operate as a processor under your instructions. In-region hosting is available for Indian deployments, and the specific region, sub-processor list, retention tiers and breach-notification terms are contractual — we will put them in writing rather than leave them on a web page. Encryption in transit and at rest, role-based access, PII masking in transcripts and immutable audit logging are standard. Bring your infosec team to the second call; that is the one they should be on.
No — it usually simplifies them. GirikVoice places calls over your telephony, so it inherits whatever numbering you have provisioned. If the migration is still in progress, the agent runs on your existing numbers and moves across when the series is live, with no rebuild of the call flows. What does need a decision early is the split between service and transactional traffic on the 1600 series and promotional traffic on the 140 series, because that determines which campaigns can run where.
Not in the deployments that work. The pattern that holds is: the agent takes bucket 0–30 and the routine servicing volume, and the human bench moves up to the buckets and conversations where a person genuinely changes the outcome. Most lenders find the constraint was never headcount in the abstract — it was that trained collectors were spending their day on reminder calls. If your business case depends on a headcount reduction, say so on the first call and we will model it honestly rather than let it surface at procurement.
Around four weeks to a controlled pilot on one workflow, assuming your integration contact is available and the compliance sign-off is not sequential. That timeline is a plan, not a guarantee — the variables are how clean the LMS event is, how many languages are in the first release, and how long your risk review takes. We will give you a dated plan after the scoping call rather than a number on a landing page.
Bring one workflow. We will map it live.
Thirty minutes with a solution architect, not a sales development rep. Come with a real workflow — bucket 0–30 reminders, application status calls, NACH failure follow-up — and we will map it against your stack on the call.
One form, one call, one honest answer
Tell us the workflow you want to look at and we will map it against your stack on the call. No sequence, no drip — we reply within one business day.
Go to the booking formTakes about 40 seconds. Seven fields.