AI voicebot collections program drives measurable recoveries
In its second month live, the AI voicebot collections program recovered payments from 5,171 of 21,796 accounts dialled across three campaigns — a blended 23.73% collection rate, with Post-Due Bandhan Plus reaching 31.56%, the strongest of the three.
About the client
Muthoot Fincorp engaged ORI to run AI voice bot campaigns for collections outreach on its loan portfolios. Collections outreach today spans three campaign buckets — Post-Due Bandhan Plus, Bucket X (Field) and Bucket 1 & 2 — carried in five languages: Hindi, Tamil, Telugu, Kannada and Malayalam.
The challenge
With real collection outcomes now measurable across languages and buckets, the program's priorities have sharpened around recovery performance itself.
Collection rates vary widely by language within the same bucket and need levelling up.
Bucket 1 & 2 is recovering at roughly half the rate of Post-Due Bandhan Plus and needs targeted script tuning.
Redial cycles need to be enabled to convert more of the unpaid base after the first full round.
Dialer integration, needed for bot-to-agent handoff on complex disputes, is still upcoming.
Recovery performance needs to be proven at scale before extending to the Gold Loan portfolio.
Conversations need continued fine-tuning so recovery, not just connection, improves across all five languages.
Results, measured end-to-end
Paid/unpaid outcomes by collections bucket, across all five languages combined.
| Collections bucket | Paid | Total dialled | Coll. % |
|---|---|---|---|
| Post-Due — Bandhan Plus | 2,602 | 8,244 | 31.56% |
| Bucket X — Field | 1,692 | 7,252 | 23.33% |
| Bucket 1 & 2 (Seamless only) | 877 | 6,300 | 13.92% |
Integrations & program building blocks
Overdue API — LIVE. Real-time overdue data feeds directly into bot conversations. Payment Gateway — LIVE. Real-time collections happen inside the bot call itself, contributing directly to the recovery numbers above.
The solution we designed
End-to-end journey
The Pre-Due Bot reminds customers ahead of their EMI due date to encourage on-time payment. The Post-Due Bot engages overdue customers, captures intent and dispositions, and nudges payment.
Multilingual experience
Collections outreach runs in five languages — Hindi, Tamil, Telugu, Kannada and Malayalam — with recovery tracked independently in each.
Integrated systems
The Payment Gateway enables real-time collections within the call itself, feeding directly into the paid/unpaid outcomes tracked per bucket.
Measurement built in
Every bucket is tracked to a paid/unpaid disposition and a collection rate, by language, so recovery performance — not just call activity — drives the program's decisions.
Collections outreach across our loan portfolios means reaching thousands of customers every month, across five different languages. Our best-performing segment now recovers close to one in three accounts we reach — a level of consistency manual calling alone couldn't get us to. That has given us real confidence to scale this across the rest of our portfolio.
MBusiness Stakeholder · Muthoot Fincorp
Program governance & cadence
Bi-weekly leadership cadence. Leadership meets every two weeks to review collection-rate trends by bucket and language, and align on improvement pointers.
Continuous call audits. Ongoing review of call recordings on lower-recovery segments to catch gaps and improve conversion.
Post-campaign analysis. Disposition data is analyzed bucket-by-bucket and language-by-language to understand who paid and who did not.
The takeaway
In its first full month of measurable recovery performance, the AI voice bot collections program converted 5,171 of 21,796 dialled accounts into payments — a blended 23.73% collection rate — with Post-Due Bandhan Plus leading at 31.56%. Levelling up the lower-recovery segments, enabling redial cycles, and completing dialer integration are next, carried forward through a bi-weekly leadership cadence, ahead of an extension to the Gold Loan portfolio.
Have a workload like this?
We'll pull the closest live production analog and walk you through how the numbers were reached.
AI voicebot collections program drives measurable recoveries
In its second month live, the AI voicebot collections program recovered payments from 5,171 of 21,796 accounts dialled across three campaigns — a blended 23.73% collection rate, with Post-Due Bandhan Plus reaching 31.56%, the strongest of the three.
About the client
Muthoot Fincorp engaged ORI to run AI voice bot campaigns for collections outreach on its loan portfolios. Collections outreach today spans three campaign buckets — Post-Due Bandhan Plus, Bucket X (Field) and Bucket 1 & 2 — carried in five languages: Hindi, Tamil, Telugu, Kannada and Malayalam.
The challenge
With real collection outcomes now measurable across languages and buckets, the program's priorities have sharpened around recovery performance itself.
Collection rates vary widely by language within the same bucket and need levelling up.
Bucket 1 & 2 is recovering at roughly half the rate of Post-Due Bandhan Plus and needs targeted script tuning.
Redial cycles need to be enabled to convert more of the unpaid base after the first full round.
Dialer integration, needed for bot-to-agent handoff on complex disputes, is still upcoming.
Recovery performance needs to be proven at scale before extending to the Gold Loan portfolio.
Conversations need continued fine-tuning so recovery, not just connection, improves across all five languages.
Results, measured end-to-end
Paid/unpaid outcomes by collections bucket, across all five languages combined.
| Collections bucket | Paid | Total dialled | Coll. % |
|---|---|---|---|
| Post-Due — Bandhan Plus | 2,602 | 8,244 | 31.56% |
| Bucket X — Field | 1,692 | 7,252 | 23.33% |
| Bucket 1 & 2 (Seamless only) | 877 | 6,300 | 13.92% |
Integrations & program building blocks
Overdue API — LIVE. Real-time overdue data feeds directly into bot conversations. Payment Gateway — LIVE. Real-time collections happen inside the bot call itself, contributing directly to the recovery numbers above.
The solution we designed
End-to-end journey
The Pre-Due Bot reminds customers ahead of their EMI due date to encourage on-time payment. The Post-Due Bot engages overdue customers, captures intent and dispositions, and nudges payment.
Multilingual experience
Collections outreach runs in five languages — Hindi, Tamil, Telugu, Kannada and Malayalam — with recovery tracked independently in each.
Integrated systems
The Payment Gateway enables real-time collections within the call itself, feeding directly into the paid/unpaid outcomes tracked per bucket.
Measurement built in
Every bucket is tracked to a paid/unpaid disposition and a collection rate, by language, so recovery performance — not just call activity — drives the program's decisions.
Collections outreach across our loan portfolios means reaching thousands of customers every month, across five different languages. Our best-performing segment now recovers close to one in three accounts we reach — a level of consistency manual calling alone couldn't get us to. That has given us real confidence to scale this across the rest of our portfolio.
MBusiness Stakeholder · Muthoot Fincorp
Program governance & cadence
Bi-weekly leadership cadence. Leadership meets every two weeks to review collection-rate trends by bucket and language, and align on improvement pointers.
Continuous call audits. Ongoing review of call recordings on lower-recovery segments to catch gaps and improve conversion.
Post-campaign analysis. Disposition data is analyzed bucket-by-bucket and language-by-language to understand who paid and who did not.
The takeaway
In its first full month of measurable recovery performance, the AI voice bot collections program converted 5,171 of 21,796 dialled accounts into payments — a blended 23.73% collection rate — with Post-Due Bandhan Plus leading at 31.56%. Levelling up the lower-recovery segments, enabling redial cycles, and completing dialer integration are next, carried forward through a bi-weekly leadership cadence, ahead of an extension to the Gold Loan portfolio.
Have a workload like this?
We'll pull the closest live production analog and walk you through how the numbers were reached.