Fraud Blocker

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Success Story

How Voice AI Replaced 400+ Agent-Hours of Collection Calls — Every Month

Concurrent Borrower Reach

Agent-Hours Saved Monthly

Message consistency

TRAI Compliant Process

Overview

Capri Loans (Capri Global Capital Ltd) is a prominent, diversified Non-Banking Financial Company (NBFC) in India. It primarily serves the underserved and independent segments by offering secured and collateralized credit, including MSME loans, gold loans, affordable home loans, and construction finance.

Elision's AI Voicebot automates outbound collection calls end-to-end — dialling borrowers, handling confirmations and objections in natural language, and syncing every outcome back to the CRM, all without a single agent involved.

Challenges

The Business Challenges

Before adopting Dialshree, the Capri Global Capital team was manually managing EMI reminder calls, which had multiple bottlenecks:

  • High Agent Bandwidth Consumption
    Manual EMI reminder calls averaged 3–4 minutes each — consuming over 400 agent-hours per monthly campaign before any recovery conversation could begin.
  • Limited Outreach Scalability
    Sequential manual calling capped reach at one call per agent at a time, making it impossible to cover the full borrower list within the EMI due-date window.
  • Inconsistent Objection Handling
    No standardisation across agents for penalty explanations, RBI regulatory context, or branch referral guidance during borrower objections.
  • TRAI Compliance Dependency on Agents
    Adherence to mandatory 1600-series number usage and the 9 AM–7 PM call window relied on individual agent behaviour, creating audit exposure.
  • Fragmented Post-Call Data
    Outcomes, confirmations, and callback requests required manual CRM logging — causing data delays and gaps in portfolio visibility.
PRODUCTS & SERVICES

Solution Delivered to Capri Loans

Capri Loans deployed Dialshree Omnichannel Contact Center Solution with a customized architecture:

AI Voicebot — Multilingual Outbound Calling

Elision's AI Voicebot conducted real two-way borrower conversations in Hindi by default, switching to English on request — without restarting the call. Every borrower received a consistent, accurate EMI reminder at whatever scale the campaign demanded.

Bidirectional CRM Integration

Borrower data was pushed from the NBFC's CRM to Elision's cloud platform pre-campaign. Post-call, all outcomes — confirmation, objection type, callback request, and transcript — were automatically synced back to the CRM. Zero manual data entry at any stage.

Intelligent Call Flow with Objection Handling

The Voicebot followed a structured four-path flow: payment confirmation, objection response with penalty and RBI context, support routing to TFN or branch, and auto-retry for unanswered calls — fully standardised across all 10,000+ monthly calls.

Built-In TRAI Compliance

All calls were placed exclusively on the 1600-series number format — the TRAI-mandated series for BFSI transactional communications — within the 9 AM to 7 PM permitted window. Compliance was system-enforced, removing dependency on individual agent behaviour entirely.

Functional Environment of offered Solutions

30 Channels

1600 Number Series

Multilingual Auto-Switch

CRM-Integrated · Auto-Sync

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