40% higher EMI recovery. Zero RBI violations.

The challenge

A Mumbai-based NBFC with a ₹400 crore book was struggling with EMI recovery rates stuck below 55%. Their 120-agent collections floor was expensive — fully loaded cost of ₹1,600 per recovered account — and couldn't scale during peak cycle weeks without quality dropping. Calls happened almost entirely in Hindi, leaving a large Marathi-speaking borrower base feeling alienated and less likely to comply. The bigger risk: sporadic call-window violations were creating real regulatory exposure.

The solution

Agni was deployed as the first-touch collections layer. Every delinquent account receives an Agni call before a human agent is ever involved.

The system enforces RBI rules automatically: calls only between 8AM–7PM, maximum two per day per number, with every call opened by a DPDP-compliant consent disclosure in the borrower's detected language. It switches fluently between Hindi, Marathi, and Hinglish mid-call based on borrower response.

For accounts showing payment intent, Agni sends a UPI payment link during the live call and tracks completion in real time. Every call is recorded and stored for 2 years on India-only servers.

Human agents now handle only the 23% of accounts that escalate — with full call context handed over automatically.

The results

Within 90 days, EMI recovery rate climbed from 55% to 77%. Cost per recovered account dropped from ₹1,600 to ₹400 — a 75% reduction. The collections team went from 120 agents to 25 senior specialists handling genuine escalations only.

Monthly headcount savings: ₹48 lakh. Zero RBI compliance incidents since deployment.

The Marathi-language cohort — previously the worst-performing segment — became the second-best performing segment within 60 days.