Enterprise · BFSI

Collections and servicing in the borrower's own language.

Reach borrowers in Bhojpuri, Marwari or Tamil instead of textbook Hindi, with calling hours and retry limits set per campaign.

Talk to us

36+

Indian languages and dialects

~300 ms

End-to-end agent reply time

100%

Call recording and audit trail

Why it works here

Sonex for banking and lending teams

Reminders in the borrower's language

Pāṇini TTS speaks 36+ Indian languages, with voices for dialects such as Bhojpuri and Marwari, so a reminder can be in the language the borrower uses at home.

Calling rules set once, applied to every call

Each Sonex Flows campaign carries its own calling window, time zone and retry limit, so permitted hours and attempt caps are platform settings rather than reminders to an operator.

Every outcome written back

Promise to pay, dispute, wrong number or callback, sent to your loan system or CRM through tool calls or a connector, with the recording and transcript.

Use cases

Common first use cases

→EMI reminders and collections
→Loan application follow-up
→KYC and document chase
→Card and account servicing
→Pre-approved offer campaigns

Call scripts to start from: EMI reminder script, collections (overdue payment) script, KYC verification script, in Hindi, English and regional languages.

How the calls work

How EMI reminder, collection and KYC calls run

Each call follows a fixed order, reads the borrower's details from your loan system and ends with one outcome your team can act on.

EMI reminder before the due date

Three to five days before the due date, and again the day before.

01The agent names the lender and the reason for the call, says it is an AI assistant and that the call is recorded.
02It confirms it is speaking to the borrower. If someone else answers, it does not mention the loan and asks when to call back.
03It reads the EMI amount and due date from your loan system and asks how the borrower will pay. Your payment system can send a payment link.

Written back: will pay on time, already paid, link sent, needs help, wrong number or a callback time.

Overdue collection call

After the due date, once the borrower has been sent the recovery agent's details.

01Before dialling, the campaign checks the borrower's local time and your attempt cap.
02The agent names the lender, says the call is recorded, confirms it has the borrower or guarantor and states the overdue amount.
03It asks for a date and amount the borrower can pay. A dispute or a hardship request goes to a person by live transfer.
04If the borrower mentions a death, a medical emergency or a wedding, the agent ends the call politely and the account is paused.

Written back: promise to pay with date and amount, dispute, hardship, transfer or no contact. Your system then sends the message naming the grievance officer.

KYC and document chase

After an application, or when a periodic KYC update is due.

01The agent says which document or detail is missing and sends an upload link through your system.
02It never asks for an OTP, PIN, password or card number.

Written back: link sent, document promised by a date, already submitted, or needs a branch visit.

Rules that apply

Rules for lenders' calls in India and the UAE

RBI has not written rules for AI calls, so an AI collection programme is held to the rules for people, plus TRAI's rules for software-dialled calls.

Opening lines with the recording notice and AI disclosure are in the disclosure script library, and calling rules by country sets India beside other markets.

RBI recovery directions from 1 January 2027

Lenders and their recovery agents may contact a borrower or guarantor only between 08:00 and 19:00, unless the borrower asked otherwise. Every recovery call must be recorded and kept for six months, with a log of calls. Dues are discussed only with the borrower or guarantor, and RBI calls excessive calling harsh without setting a number. AI calls are not mentioned. The guide to the RBI recovery agent rules explains each duty, also in Hindi.

Digital loans and outside vendors

When a digital loan defaults, the borrower must get the recovery agent's details by email or SMS before the first recovery call (RBI digital lending rules). A voice vendor that records calls or holds customer data is usually material outsourcing, and the lender stays responsible for it (RBI outsourcing rules, vendor questionnaire).

Number series and the A2P declaration

Service calls from RBI-regulated lenders must come from 1600-series numbers, and offers such as pre-approved loans from 140 numbers with consent or a DND check. From 27 November 2026, software-dialled calls must be declared to your operator (number series guide, TRAI's 2026 rules).

Payments and card data

PCI DSS forbids keeping a card security code after authorisation, and RBI bars merchants from storing card data, so take payments by link (PCI DSS for AI voice agents).

Banks and lenders licensed in the UAE

Since 31 March 2026, the Central Bank of the UAE has required firms it licenses to get prior express consent before telemarketing, recording whether the customer accepts AI-based agents, with calls from 9 am to 6 pm UAE time (UAE telemarketing rules).

Before go-live

What lenders prepare before going live

Borrower data and outcomes

Choose the fields the agent reads (name, loan number, EMI, due date, language) and the outcomes it writes back. Write down your attempt cap and name the team that takes live transfers.

Numbers in your name

Sonex's shared numbers are not 1600 or 140 numbers, so run the agent on telephony from your own operator.

Who keeps the recordings

Decide who holds recovery recordings for six months, or until a court case ends, and write it into the vendor contract (call recording retention).

Tests in every borrower language

Have native speakers call on a real phone line and check amounts in lakh and crore, dates and loan numbers (how Hindi TTS reads rupees). Valmiki STT does not list dialects such as Bhojpuri separately, so test those too (multilingual testing).

FAQ

Questions lenders ask about AI collection calls

Rates are on the pricing page, and the cost calculator works out a monthly figure for your call volume.

RBI has not said. Its recovery directions, which apply from 1 January 2027, do not mention AI or automated calls, and nothing in them forbids one. The safe reading is to hold the agent to a person's duties: calls between 08:00 and 19:00, every call recorded, and dues discussed only with the borrower or guarantor.

It is unclear. The recovery section applies to borrowers in default, but its rules on calling hours and harsh practices speak of collecting dues, which can be read as covering reminders. RBI has not clarified, so keep reminder calls inside 08:00 to 19:00 and never threatening or excessive.

Service and transactional calls from RBI-regulated lenders must come from 1600-series numbers, and offers from 140 numbers with consent or a DND check. On Sonex the agent can run on your own operator's telephony, so the numbers and the A2P declaration stay in your name.

Yes, if your payment system can send a link. Through a tool call, the agent asks it to send the borrower a payment link and hears back only whether the payment went through. The card number never passes through the agent, its recordings or its transcripts.

Compliance

Security and compliance controls

Encrypted in transit and at rest, tenant isolated and fully audit logged.

GDPRCCPAHIPAA-readyDPDPRBACE2E encryptedFull audit trailsMulti-tenant isolation

Other industries

AI voice agents for other industries

Every industry runs on the same stack: see voice agent pricing per minute, hear Pāṇini text to speech in 250+ languages, or browse the full language list.

Clinical

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A working conversation about your use case, your stack, and what it realistically takes to go live.

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