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Success Story

How Dvara KGFS Boosted Debt Collection Using Elision's AI Voicebot — Without Hiring a Single Agent

Enhanced Call Connectivity

Promise to Pay (PTP) Increased

Collection Conversion Improved

Call Volume Handled by Voicebot

Overview

Dvara KGFS serves rural households across India — borrowers spread across multiple geographies, speaking five different languages, at different stages of their loan journey. Managing loan qualification and EMI collection at that volume manually wasn't just slow. It was a structural ceiling on how much the business could grow. Elision's AI Voicebot removed that ceiling.

An AI Voicebot for NBFC collections is an automated outbound calling system that dials borrowers, conducts structured conversations in their preferred language, captures loan eligibility data or payment commitments, handles objections in real time, and syncs every outcome back to the CRM — without a human agent on the line. For Dvara KGFS, this meant 1 lakh borrower conversations a month, across 5 languages, with every Promise to Pay logged automatically.

Challenges

The Business Challenges

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

  • Scale had a hard ceiling
    At 1 lakh calls a month, that meant [Y] agents minimum — just for reminders. Every new campaign required more headcount. The business couldn’t grow faster than it could hire.
  • Language was a daily bottleneck
    Dvara Routing each borrower to the right-language agent added time and cost to every single interaction. Calls in Kannada, Telugu, and Malayalam were delayed while agents were located. In collections, delay is loss.
  • Data quality depended entirely on agent accuracy
    Loan qualification required agents to manually capture occupation, income, asset count, and overdue history — per call, per borrower, every day. Inconsistency wasn’t occasional. It was structural.
  • A missed call was a missed collection cycle
    Unanswered calls had no automatic rescheduling. Each one required manual tracking. In a portfolio of this size, missed follow-ups compound — accounts slide from 30 DPD to 60 DPD silently.
  • PTP commitments weren’t much reliable
    Collection Different agents captured Promise to Pay dates differently. No standardisation = no predictability.
  • The business couldn’t grow faster than its headcount
    This is the real challenge beneath all the others. Every target required more agents. Every region required new language capability. The operations team was the bottleneck — and the bottleneck wasn’t going away without a structural change.
PRODUCTS & SERVICES

Solution delivered to the Dvara KGFS

AI Voicebot for Automated EMI Reminders & Multilingual Customer Engagement.

AI Voicebot for Lead Qualification & Collections

Loan qualification ran 24/7 — no agent required. The voicebot conducted full eligibility screening conversations — identifying occupation, validating income thresholds, checking overdue history, and routing qualified leads to branch teams automatically.
AI now contributes to 45% of the overall calling volume, enabling human agents to focus on high-value, complex customer interactions and digital collection support for the qualified leads.

Multilingual Voice AI Automation

Every borrower heard the voicebot in their own language — automatically, with zero routing delay. Hindi, English, Kannada, Telugu, and Malayalam deployed simultaneously. Language detected from borrower profile. No transfer. No wait.

Automated Loan Data Collection

Clean, structured data from every call. Zero manual errors. The AI Voicebot collected and validated borrower information during every conversation—including occupation, years in business, asset details, and income—and automatically updated the CRM. By eliminating manual data entry and ensuring accurate records, Dvara KGFS improved collection conversions by 11% while enabling faster, more informed follow-ups.

Intelligent Auto-Redialing

Missed calls became rescheduled opportunities — not lost ones. Unanswered calls triggered automatic redialing at optimised intervals.
No manual tracking. No follow-up queue. No spreadsheet.

CRM Integration

Every conversation outcome visible in real time. Zero manual sync. The voicebot wrote contact status, call outcome, eligibility result, PTP date, and next action back to the CRM after every call. Supervisors managed by exception — not by data entry.

Automated EMI Reminder Campaigns

TRAI-compliant reminders reached every borrower on schedule. Same script. Same timing. Same PTP capture flow — across the entire portfolio. This helped Dvara KGFS increase customer reachability , and visible 6700+ PTP while improving the consistency of its collections process. No agent inconsistency. No missed accounts.

Functional Environment of offered Solutions

Concurrent Borrower Conversations

1600-1400 Number Series

Multilingual Auto-Switch

CRM Bidirectional Auto-Sync

What Could Your Collections Team Do With Mn+ Automated Calls a Month?

Dvara KGFS's borrowers now hear from them on time, in their own language, every time — without a single agent managing the volume. If your NBFC is still scaling headcount to scale reach, there's a different way.

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