Lending
AI calling for NBFCs, digital lenders and loan DSAs
Lending runs on follow-up calls: to new leads, to applicants who stopped halfway, to borrowers before an EMI is due. Telleo makes these calls in Hindi, English or Hinglish, politely and inside your calling hours, and passes anything that needs judgement to your team.
- AI agentनमस्ते विकास जी, मैं Arth Finance से Pooja बोल रही हूँ। आपके two-wheeler loan की EMI के बारे में एक छोटा सा reminder है। क्या अभी एक मिनट बात हो सकती है?Hello Vikas ji, this is Pooja from Arth Finance. I'm calling with a short reminder about your two-wheeler loan EMI. Can we talk for a minute?
- Callerहाँ, बोलिए।Yes, go ahead.
- AI agentआपकी चार हज़ार दो सौ रुपये की EMI पाँच तारीख को due है। क्या उस दिन तक account में balance रहेगा?Your EMI of four thousand two hundred rupees is due on the 5th. Will the balance be in your account by then?
- Callerइस बार salary थोड़ी late आएगी, सात तारीख तक।My salary is a little late this time, by the 7th.
- AI agentसमझ सकती हूँ। क्या मैं यह note कर लूँ, ताकि हमारी team आपसे payment options पर बात कर ले?I understand. Shall I note this so our team can talk to you about payment options?
- Callerहाँ, ठीक है।Yes, okay.
- AI agentTeam को आपको किस समय call करना ठीक रहेगा?What time would suit you for the team's call?
- Callerकल दोपहर तीन बजे।Tomorrow at 3 in the afternoon.
- AI agentठीक है, मैंने note कर लिया है कि कल दोपहर तीन बजे के आसपास बात करना ठीक रहेगा, हमारी team आपसे संपर्क करेगी। क्या और किसी चीज़ में मदद कर सकती हूँ?Okay, I've noted that tomorrow around 3 pm suits you, and our team will be in touch. Is there anything else I can help with?
- Callerनहीं, बस। Thank you.No, that's all. Thank you.
The phone problem
Where calls slip in lending
Borrowers enquire with several lenders
A loan enquiry is often one of several. The lender that calls first and asks the right questions has the best chance of getting the application.
Applications stall halfway
Applicants start, then stop at document upload or KYC. A reminder call helps, but tele-callers rarely get to every drop-off.
Reminder calls must be courteous and well timed
EMI reminders are sensitive. Tone and hours matter, and every call should be on record in case a borrower complains.
Volume swings with the due-date cycle
Reminder calls bunch up around due dates. Staffing for the peak leaves the team idle the rest of the month.
What Telleo does
The calls your AI agents make
Call new loan leads in about a minute
Meta, Google and website leads get a call within about a minute of the form, inside the hours you allow.
Instant lead callbackQualify loan enquiries
The agent asks loan type, amount, employment type, income band and city, then rates the lead and assigns the eligible ones to your team.
Lead qualificationNudge unfinished applications and KYC
Applicants who stopped at a step are told what is pending and can be sent your link on WhatsApp from an approved template. The agent does not collect or check documents itself.
Application follow-upCourteous EMI reminders
A reminder before the due date with the amount and date from your list. If the borrower mentions a problem, script the agent to mark the call for your team rather than press the point.
Payment remindersRe-engage dropped leads
When your products or criteria change, call older leads who have consented to be contacted and pass the interested ones to your team.
Lead reactivationInto your CRM
Answers worth capturing
- Loan type and amount needed
- Employment type: salaried or self-employed
- Monthly income band
- City or pincode
- Application step where the applicant stopped
- Reason for a delay, in the borrower's words
- Expected payment date, if the borrower offers one
- Request to speak to a person
Day one
A first rollout
- 1
Start with new-lead qualification
Connect Meta and Google lead forms or your website form, and set the questions that decide eligibility.
- 2
Add application follow-ups
Send drop-offs from your loan system to Telleo by webhook, with the pending step as a field the agent can mention.
- 3
Agree the reminder script with compliance
Have your compliance team sign off the reminder script. Set calling windows, cap retries per borrower, and route every dispute or hardship case to a person.
- 4
Review recordings every week
Every call is transcribed, and recorded with recording on. Sample reminder calls weekly and check the tone against your fair-practices policy.
Be careful with
- Reminder calls must stay courteous. The agent is for reminders, not collections pressure: script it never to threaten, and to send disputes or hardship cases to a person.
- RBI's rules on recovery agents (first issued in circular RBI/2022-23/108 in August 2022, now part of RBI's Responsible Business Conduct Directions) say regulated lenders and their agents must not call borrowers about overdue loans before 8 am or after 7 pm, or call persistently. Set calling windows and retry limits to match, and check current RBI directions with your compliance team.
- The agent does not collect payments or verify KYC documents; script it not to give financial advice. It tells applicants what is pending and sends your link. It tells applicants what is pending and sends your link.
- DLT registration is required for commercial calling in India. Telleo registers it with you.
Lending: common questions
Can the agent collect EMI payments on the call?+
No. It reminds the borrower of the amount and date, and can send your payment link on WhatsApp from an approved template if the borrower agrees. Payment happens in your own system.
Can it do KYC?+
No. It can tell an applicant which step is pending and send the link to finish it. Checking documents stays with your KYC process.
Can it make collection calls on overdue loans?+
We recommend using it for courteous reminders only, before and just after the due date. Anything beyond a reminder, and every dispute or hardship case, should go to a trained person. RBI's rules on recovery agents (first issued in its August 2022 circular, now part of its Responsible Business Conduct Directions) rule out calls about overdue loans before 8 am or after 7 pm; for microfinance loans the window is 9 am to 6 pm.
How do we control when and how often borrowers are called?+
Campaigns run inside time windows you choose. Workflow calls retry with the gap and maximum attempts you set; a campaign never re-dials on its own, so you decide if and when to re-run it. A daily cap limits total calls, and duplicate protection stops a number being dialled twice by accident.
Is every call recorded?+
Yes, with recording switched on for your calling line, which is the normal setup. Every call is also transcribed, with a summary and a disposition, so you can review how each reminder was handled.
Other industries
Hear it on a real phone call.
Book a 20-minute demo and we'll build a first agent around your script, or ring our test line and talk to one right now.