Collections

Collections Companion · Architecture

How it works

← Agent overview
Leads processed
8,940
today
Contacts reached
4,380
71% reach rate
PTP secured
1,240
₹2.84 Cr committed
Collected today
₹1.42 Cr
680 payments
Compliance
0 violations
all guardrails active
Agent pipeline6 modules · 5 LLM decision points
📥Lead IngestionPulls overdue accounts from LMS via batch + webhooks. Normalizes and deduplicates.
📊DPD Bucketing & Risk ScoringAnalyzes payment history, CIBIL, income-to-EMI ratio, loan type, geographic riskLLM
🏢Agency AssignmentReasons over bucket-to-specialization match, success rates, load balancingLLM
📡Communication OrchestratorGenerates personalized messages, call scripts, field visit briefsLLM
🔍Response AnalyzerClassifies free-text responses into 8 categories, decides escalate/hold/settleLLM
📈Reporting & ForecastingGenerates daily report with bucket-wise breakdown, agency ranking, 7-day forecastLLM
DPD bucket distribution28,430 accounts
X · 12,400SMA · 8,940SUB · 4,210DBT · 1,820LSS · 740WO · 320
Escalation ladder5 steps
💬
SMS / WhatsApp3× · wait 24 hours
LLM-generated message with payment link; response analyzed if reply received
📞
Automated IVR Call2× · wait 48 hours
Pre-recorded call with payment options (press 1 for UPI, 2 for agent)
🎧
Live Agent Call5× · wait 24 hours
Human tele-caller with LLM-generated script as screen pop; disposition logged after each call
🚶
Field Agent Visit3× · wait 72 hours
In-person visit with LLM-generated brief; GPS check-in, photos, notes captured
⚖️
Legal Notice1× · wait 168 hours
LLM-drafted demand notice, lawyer-reviewed, dispatched via registered post
Lead queue
11 leads
DebtorDPDBucketRiskOutstandingEscalationAgencyLast action
Rajesh Kumar
LA-90281034 · Personal Loan
45SUB0%₹1.8L
12345
Avanse Recovery
IVR call — no answer
2h ago
Priya Sharma
LA-90281035 · Home Loan
12SMA0%₹24.5L
12345
Unassigned
WhatsApp sent with payment link
4h ago
Arun Mehta
LA-90281036 · Business Loan
78DBT0%₹8.9L
12345
Credit Sudhaar
Live agent call — PTP ₹34,200 on Sep 25
1d ago
Sunita Devi
LA-90281037 · Gold Loan
5SMA0%₹68,000
12345
Unassigned
SMS — promised to pay on Sep 22
6h ago
Mohammed Farooq
LA-90281038 · Vehicle Loan
112LSS0%₹3.5L
12345
Topworth Legal
Legal notice dispatched via registered post
3d ago
Kavitha Reddy
LA-90281039 · Personal Loan
32SUB0%₹1.3L
12345
Avanse Recovery
IVR call — pressed 1 for UPI
1h ago
Vikram Singh
LA-90281040 · LAP
67DBT0%₹18.2L
12345
Credit Sudhaar
Agent call — hardship claim, settlement requested
5h ago
Deepa Nair
LA-90281041 · Education Loan
22SMA0%₹5.2L
12345
Unassigned
WhatsApp delivered — read, no reply
8h ago
Ramesh Gupta
LA-90281042 · Personal Loan
195WO0%₹92,000
12345
Topworth Legal
Write-off recommended — portfolio sale candidate
7d ago
Lakshmi Iyer
LA-90281043 · Home Loan
0X0%₹32.0L
12345
Unassigned
Pre-due reminder scheduled for tomorrow
—
Anil Verma
LA-90281044 · Two-wheeler Loan
31SUB0%₹64,000
12345
Unassigned
Crossed 30 DPD — awaiting agency assignment
1h ago
Response dispositionsToday · 8,230 interactions
PTPPromise to Pay
2,840
PPPartial Payment
1,120
PAIDFully Paid
680
BPHardship / Dispute
920
RNRRing No Response
1,640
CBCallback Requested
540
DISDispute Filed
310
REFRefused / Hostile
180
Agency performance3 active
Avanse RecoveryWest & South · SMA / SUB
Active
Leads3,420
Recovery
68%
Avg days18
Credit SudhaarNorth & East · DBT / LSS
Active
Leads1,840
Recovery
42%
Avg days34
Topworth LegalPan-India · LSS / WO (Legal)
Active
Leads620
Recovery
23%
Avg days72
Resolvex PartnersMetro cities · High-value DBT
Paused
Leads410
Recovery
51%
Avg days28
Compliance guardrailsAll enforced · RBI + TRAI
✓
Calling hours: 8:00 AM – 7:00 PM IST onlyOrchestrator blocks all outbound calls outside this window
✓
No calls on SundaysDay-of-week check before any call dispatch
✓
Max 3 calls per debtor per dayCounter per lead per day; calls beyond 3 queued to next day
✓
Max 2 SMS per debtor per dayCounter per lead per day
✓
Min 2-hour gap between callsTimestamp check against last call to same number
✓
DLT registration for SMSOnly DLT-registered templates dispatched (TRAI mandate)
✓
WhatsApp template pre-approvalMessages sent only via pre-approved BSP templates
✓
Mandatory call disclosureScript always opens with: agent name, company, debt collection, right to dispute
Connectors required9 integrations
Loan Management SystemCore data source — loan accounts, payment history, EMI schedules
REST API / JDBCBidirectional
CRMDebtor relationship records, interaction logs, agent notes
REST APIBidirectional
Telephony / DialerIVR, progressive dialing, call recording, click-to-call
REST + WebSocketBidirectional
SMS / WhatsApp GatewayTemplate messages, payment links, delivery receipts, reply analysis
REST API + WebhookBidirectional
Payment GatewayUPI/card payment links, auto-reconciliation, partial payments
REST + WebhooksBidirectional
Field Agent AppVisit scheduling, GPS tracking, photo capture, digital receipt
REST + Mobile SDKBidirectional
Legal / Notice MgmtDemand notices, SARFAESI filing, delivery tracking
REST + Courier APIBidirectional
Data WarehouseHistorical recovery rates, model training datasets, dashboards
JDBC / RESTWrite + Query
LLM APIClaude API — risk scoring, message generation, response classification
HTTPSRequest/Response
End-to-end agent workflowFull orchestration pipeline
Lead → Recovery

Debt recovery lifecycle from lead ingestion through DPD bucketing, multi-channel outreach (SMS → IVR → Live Call → Field Agent → Legal), response classification, settlement negotiation, and case closure.

Workflow execution sequence
Node types & classificationsStartLLM Decision PointDecision GateEscalationOutcomeHuman-in-the-LoopProvision / Protocol