Banking & FinanceCollectionsDialler Automation

AI-Powered Predictive Dialler for Delinquent Account Recovery

This workflow replaces manual dialling with an AI voice agent that systematically works through delinquent portfolios, prioritising high-value accounts and improving contact rates. Collections teams focus on complex disputes and large accounts.

AI operates via

Voice AgentSMS AutomationCRM Sync

Deploy This Template

How It Works

01
Delinquent Account Prioritisation
AI queries credit system for all accounts > 14 days past due. Scores each account by: (a) days past due (30–60–90+ days), (b) outstanding balance (highest first), (c) payment history (chronic late-payers flagged as high priority), (d) contact success rate (previously unreachable accounts de-prioritised). Generates call queue in risk order.
02
AI Voice Dialling & Contact Attempt
AI voice agent dials account starting with primary phone, then alternate numbers if available. System records call attempt, confirms human answered, and transfers to live agent or initiates AI conversation depending on complexity detection.
03
Personalised Payment Request & Objection Handling
AI greets account holder by name, confirms account details, and requests payment in professional but firm tone. When objections arise (e.g., 'I don't have funds', 'I was never sent an invoice'), AI responds with pre-trained rebuttals: offers payment plan for 'funds' objection, resends invoice proof for 'never sent' objection.
04
Payment Arrangement & Scheduling
If account commits to payment, AI proposes arrangement: (a) full payment within 7 days, or (b) instalment plan (e.g., £500 on Day 7, remainder on Day 14). Account confirms, and AI sends immediate SMS with arrangement details, due dates, and payment instructions.
05
CRM Logging & Compliance
All call details logged to CRM: (a) call outcome (arranged, promised, declined, unreachable), (b) promised payment amount and date, (c) objections raised, (d) any commitments made by AI, (e) call recording link (for training/compliance). Next follow-up automatically scheduled if necessary.

TL;DR

This workflow replaces manual dialling with an AI voice agent that systematically works through delinquent portfolios, prioritising high-value accounts and improving contact rates.
3× accounts contacted per day in production across Banking & Finance deployments.
Deploys in 7 days with full Banking & Finance workflow integration (Collections team). No engineering resources required for the standard path.
Runs across Voice Agent, SMS Automation, CRM Sync with a single AI Employee orchestrating all touchpoints.
Includes Risk scoring algorithm prioritising accounts by days past due, balance, and payment history, Natural voice agent with objection handling and payment negotiation capabilities, Automated payment arrangement setup with post-call SMS confirmation out of the box, plus the compliance layer (IRDAI, RBI, DPDP, GDPR) for regulated workflows.

When to Deploy This Template

Deploy this template when your banking or NBFC operation needs RBI Fair Practices Code adherence with real-time DND scrubbing, sub-second CBS write-back, and 24/7 multi-channel reach. Typical fit: retail lenders, credit-card issuers, and NBFCs handling 5,000+ monthly customer interactions. Compliance is built-in: calling windows, consent capture, and audit trails satisfy RBI and DPDP requirements by default.

See How It Works

The AI Employee executes each step autonomously - no human intervention required unless explicitly configured.

Delinquent Account Prioritisation

AI Voice Dialling & Contact Attempt

Personalised Payment Request & Objection Handling

Payment Arrangement & Scheduling

CRM Logging & Compliance

Step 01

Delinquent Account Prioritisation

AI queries credit system for all accounts > 14 days past due. Scores each account by: (a) days past due (30–60–90+ days), (b) outstanding balance (highest first), (c) payment history (chronic late-payers flagged as high priority), (d) contact success rate (previously unreachable accounts de-prioritised). Generates call queue in risk order.

Step 02

AI Voice Dialling & Contact Attempt

AI voice agent dials account starting with primary phone, then alternate numbers if available. System records call attempt, confirms human answered, and transfers to live agent or initiates AI conversation depending on complexity detection.

Step 03

Personalised Payment Request & Objection Handling

AI greets account holder by name, confirms account details, and requests payment in professional but firm tone. When objections arise (e.g., 'I don't have funds', 'I was never sent an invoice'), AI responds with pre-trained rebuttals: offers payment plan for 'funds' objection, resends invoice proof for 'never sent' objection.

Step 04

Payment Arrangement & Scheduling

If account commits to payment, AI proposes arrangement: (a) full payment within 7 days, or (b) instalment plan (e.g., £500 on Day 7, remainder on Day 14). Account confirms, and AI sends immediate SMS with arrangement details, due dates, and payment instructions.

Step 05

CRM Logging & Compliance

All call details logged to CRM: (a) call outcome (arranged, promised, declined, unreachable), (b) promised payment amount and date, (c) objections raised, (d) any commitments made by AI, (e) call recording link (for training/compliance). Next follow-up automatically scheduled if necessary.

Key Results

3×

Accounts Contacted Per Day

42%

Collection Rate Uplift

68%

Payment Arrangement Success Rate

0.1%

Compliance Issues

Why This Template vs. Building In-House

Criterion	Build In-House	Deploy with UnleashX
Time to first live workflow	3-6 months	7 days
Engineering resources required	2-4 engineers + conversation designer	0
Language coverage	Build per language + per vernacular	100+ languages including 12+ Indian vernaculars
Channel coverage	Build per channel (voice + WhatsApp + SMS + email)	All channels, orchestrated out of the box
Integration effort	Custom code per CRM, ERP, and telephony provider	Pre-built connectors + REST API for anything custom
Compliance (IRDAI, RBI, DPDP, GDPR)	Build audit trail, DND scrubbing, consent management	Compliant by default, audit-ready
Ongoing cost	$30-60k/month (team + infra)	Usage-based, starts at $49/month
Time-to-value for 2nd workflow	Another 3-6 months per workflow	Under 7 days (integration patterns reusable)

Frequently Asked Questions

What happens if the debtor disputes the debt during the call?

AI flags dispute in real time and pauses collection request. Case escalates to Collections Manager with dispute details. Call is logged as 'disputed' and not scheduled for follow-up until dispute resolved.

Can the AI handle multiple languages?

Yes. AI detects language preference from account file or customer greeting, and speaks in preferred language (currently supports 15+ languages). Interpreter mode available for complex cases.

What is the compliance status of AI voice calling?

All calls comply with GDPR, TCPA (USA), PECR (UK), and FCA regulations. Calls to mobile numbers require prior written consent (verified in CRM). Calls are recorded with consent notice, and recordings retained for compliance.

How does the system handle accounts with active payment plans?

AI checks account status and skips active arrangements (e.g., 'Payment Plan In Place, Due 15 Apr'). Only calls if arrangement is in breach (missed payment) or approaching end date (reminder call).

Can the system schedule callbacks for inconvenient times?

Yes. If account requests callback outside business hours, AI notes preferred callback time, and system schedules agent callback within specified window (e.g., 'Call me Tuesday 7pm'). Respects Do-Not-Call and preference lists.

Conclusion

The AI-Powered Predictive Dialler for Delinquent Account Recovery template takes a workflow that typically consumes Collections team time and hands it to an autonomous AI Employee. Production deployments report 3× accounts contacted per day within the first 30 days of going live. The 7-day deployment is not a shortcut - it is the sequencing that keeps compliance, CRM integration, script tuning, and soft launch on a realistic timeline. For banking & finance operations under volume pressure, this template is the fastest path from concept to live AI Employee.