Conversational AI for financial services that calls borrowers, customers and applicants for you. It follows a separate, compliant call flow for every use case, from loan enquiries to overdue recovery.
Overview
Whether you run a bank, an NBFC, a fintech lending app or a servicing desk, your teams make the same kinds of calls every day. OnDial automates those calls without losing the care and compliance they need.
Customer support, reminders and identity checks at scale.
Loan enquiries, EMI follow-up and recovery.
Accurate product conversations with a clear next step.
Borrower communication across the loan lifecycle.
Short, well-timed payment calls.
Comparison
Menus and keypad trees frustrate customers and send simple requests to human agents. An AI voice agent for banking lets customers speak naturally and resolves routine requests directly.
| Legacy IVR | OnDial AI voice agent | |
|---|---|---|
| How customers interact | Press keys through menus | Speak naturally |
| Unclear requests | Repeats the menu | Asks a clarifying question |
| Escalation | Often a dead end | Hands over to a person with context |
| Knowledge | Fixed scripts | Your own knowledge base |
Process
Voice AI in debt collection calls the account holder, confirms identity first, states the overdue balance once, and works through payment options in a fixed order until the person agrees to pay or the call ends compliantly.
Your overdue accounts and call rules arrive from your system.
The agent confirms the right person before mentioning any debt.
It states the balance and listens to the person's situation.
The commitment is repeated back and confirmed with a yes.
The outcome is logged to your system, and special cases go to your team with context.
Features
Finance calls are not all the same. A reminder is not a recovery call, and a KYC check is not a sales call. OnDial gives each one its own flow, tone and rules. Two rules apply to every call: figures, names and product facts come only from your knowledge base or the details already on the call. A link, message or later contact is offered only when that action is turned on for your campaign.
| Service | Who the agent calls | What the call achieves |
|---|---|---|
| Loan Origination | Someone who needs a loan, or matches a pre-screened profile | Explains what is really on offer and closes on one allowed next step |
| EMI and Payment Reminders | A customer with an upcoming, due or overdue payment | Confirms payment, secures a specific commitment, or gives the payment path |
| Debt and Loan Recovery | A verified account holder with an overdue balance | A confirmed promise to pay, or a compliant route for a special case |
| Credit Card and Insurance Sales | A prospective customer | Presents the product accurately and takes one allowed next step |
| KYC and Verification | A customer who needs an official identity check | Verbally confirms every required field, or routes to the secure channel |
Capabilities
Most borrower calls are routine. AI loan servicing software handles them consistently, so your team can focus on the conversations that need judgment. Lenders, credit unions, mortgage servicers and auto-finance teams use AI agents for loan servicing to keep borrowers informed without growing the contact centre.
Benefits
An AI debt collection agent has to be firm and fair at the same time. OnDial's recovery flow is built around one goal: a confirmed promise to pay, or a compliant route for a special case. Identity, hardship and dignity are never negotiable.
Conversation
The agent confirms identity first, before any introduction or product. It then runs your discovery questions in order, one per turn. After that, it presents at most two benefits that match what the person said, together with the fee and limit from your knowledge base. Approval is never guaranteed, and insurance calls keep their required disclosure. The next step comes only after a clear sign of interest. The agent offers a send action first, where one is allowed. If the person declines it, the agent arranges a guidance call and reads the time back. It never claims the slot is already booked.
This is an official identity check, not a sales call. The agent states the purpose in one sentence, discloses that the call is recorded and asks for verbal consent before any verification question. The person states their registered name first, and the agent matches it internally. One secondary identifier follows, one field per turn. Full account numbers, PAN and Aadhaar are never read aloud. A failed check gets one retry, then the secure channel from your knowledge base, then the call closes.
Integrations
OnDial reads account details from your systems and writes every call outcome back, so your team sees the result without extra steps. Calls are summarised, and real-time analytics show what is happening across campaigns.
Enterprise Readiness
OnDial is enterprise voice AI for teams that need to decide what the agent can and cannot do. It works as an AI voice agent for enterprises.
HIPAA
Protected health information on every call
GDPR
Privacy-by-design for EU data subjects
PCI DSS
Secure handling of payment conversations
SOC 2
Audited security, availability & confidentiality
ISO Compliance & Security
Iso certified security and compliance
Languages
An EMI collection voice bot only works when borrowers can speak comfortably. OnDial's Hindi voice bot and other regional-language agents help NBFCs follow up on EMIs and overdue accounts in the language the borrower prefers, with the same compliant flow in every language.
Customization
A reminder call should help the customer pay on time, not feel like a collection call. OnDial's reminder flow is short, clear and shaped by the status of the payment, so one flow covers pre-due and post-due reminder calls.
| Payment status | Tone of the call |
|---|---|
| Upcoming | Friendly |
| Due today | Clear, with mild urgency |
| Overdue | Firm, without shame |
The agent gives its name, the company and the reason for the call, then checks that it is a good time. If a name is on the call, it confirms it is speaking to that person. A third party hears no payment details. It states the amount and due date, and asks whether the payment is already made or the person needs help to complete it.
Outcomes
Voice AI for lending works best when it behaves like a good loan advisor. It understands the need, says only what your knowledge base contains, and closes on one clear next step.
The agent introduces itself, names the company and asks whether now is a good time. It does not mention a product, an offer or the person's name yet.
Once the person can talk, the agent asks one time whether they are the person on file. There are no phone checks, last-four-digit questions, date-of-birth questions or OTPs. A wrong person or a third party hears no loan details.
The agent picks up four things from the conversation: the purpose, the product fit, the amount and tenure, and the person's repayment capacity. It asks only the one question that still blocks naming a product.
The agent presents one product and no more than three facts: the type, an indicative rate or range, and the maximum amount or tenure. If the person asks for a comparison, it compares two options and no more.
The agent never guarantees approval, and it never calculates an EMI unless your knowledge base already provides one. If the fit is weak, it explains why from your documented rules and suggests an alternative where one exists.
When the person understands what is really on offer, a permitted follow-up is done, or the call closes honestly.
See how OnDial handles loan enquiries, reminders, recovery, sales and KYC calls with the rules you set.
500+ businesses trust OnDial
Voice AI calls the account holder, confirms identity first, states the overdue balance once, then works through payment options in a fixed order. The call ends with a confirmed promise to pay or a compliant close for special cases such as hardship or dispute.