Agent Desk

COLDM
All agent desksID: COLDM · STAGE 3: WIDEN
Collections & Recovery·Head, Collections·7 Tools·6 Connectors

Delinquency Manager

Daily DPD bucketing, agent assignment by skill matrix, multi-channel outreach, PTP tracking, SARFAESI notice triggers, OTS settlement workflow, and NPA provisioning.

Operational ROI:22% recovery improvement in 90+ DPD
Live · Human Sign-offStage: WIDEN
Architecture deep-diveTrain agent
Daily VolumeToday
12,400
accounts managed handled
Audit Concurrence30 days
92.1%92.1%
Human-AI alignment rate
Capacity Returned7 days
780h
Staff hours freed this week
Sign-off QueueReal-time
0items
Queue clean · Zero SLA breach

How it works: Autonomous Execution Pipeline

6 nodes · 1 core banking connectors · 1 AI checkpoints
Deterministic DAG
PTPLegalCBS overdue extractCBSDPD bucketingAI AGENTMulti-channeloutreachVOICE/WAPTP or legal?Track PTPLegal notice
TriggerSystem callAI Model stepDecision gateHuman sign-offResolvedEscalation
Autonomous DAG Pipeline
Audited Step-by-Step Pipeline Sequence
01
CBS overdue extractDPD bucketing
AI Agent
02
DPD bucketingMulti-channel outreach
Voice/WA
03
Multi-channel outreachPTP or legal?
04
PTP or legal?Track PTP
PTP
05
PTP or legal?Legal notice
Legal

Tools & Deterministic Capabilities

Every tool is sandbox-isolated and bound by audit policies
7 Registered Tools
Tool FunctionCapability & Operational MandateTarget ConnectorExecution Policy
calculate_dpd()Calculates days past due for every loan account from CBS extractLLMS CoreAuto-execute
assign_agent()Assigns collection agent by skill matrix, portfolio match, and languageLLMS CoreAuto-execute
multi_channel_outreach()Orchestrates IVR, live call, SMS, and WhatsApp outreach sequencesLLMS CoreAuto-execute
log_disposition()Records call disposition — PTP, dispute, no-contact, or settlementLLMS CoreAuto-execute
generate_sarfaesi()Generates SARFAESI Section 13(2) notice for defaulting borrowersLLMS CoreAuto-execute
process_ots()Processes one-time settlement with recalculation and CBS write-backLLMS CoreAuto-execute
update_npa_provision()Updates NPA provisioning as per IRAC norms in the CBSLLMS CoreAuto-execute

Connected Core Systems & APIs

Direct integrations providing live data and execution rails
5 Connected Rails
LLoan management system
Connected

Loan accounts, DPD buckets, EMI schedules and repayment history.

RESTRead
FCore banking (Finacle)
Connected

Customer, account, transaction and charge data. The system of record every agent reads.

RESTRead
VVoice (Exotel)
Connected

Outbound and inbound calls for the voice agent, recorded.

RESTPlace calls
WWhatsApp Business
Connected

Two-way messaging in 11 languages, template-bound for outbound.

CloudSend approved templates
CRCRM & complaints
Connected

Complaint intake and ticket updates, including RBI CMS references.

RESTRead

Autonomy & Permission Boundaries

RBI Compliant
Read DataAccess customer records, historical balances, and KYC documents
Autonomous
Draft DocumentsSynthesize STRs, sanction notes, customer replies, and audit memos
Autonomous
Propose DecisionsFormulate reversal proposals, credit approvals, and settlement offers
Autonomous
Execute on CoreMove funds, post GL entries, update CBS, and file statutory reports
Within limits

Model Evaluation & Gate Profile

4800 Benchmark Cases
92.1%
Precision Score90.4%
Misses / False Positives1 flagged
Production Gate PolicyNo contact outside TRAI hours

Multi-Dimensional Performance Benchmark

5-Axis Audited Evaluation
AccuracySpeedComplianceCoverageCost eff.

Pending Human Sign-offs

0 in Queue
✓ All recommendations signed. Desk queue is fully cleared.