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Muthoot Finance is an Indian financial corporation and the largest gold loan NBFC in the country. Apart from gold loans, the company offers other forms of loans, insurance and money transfer services.
Problem Statement: Their requirement was to design & deploy a Telugu* debt collection voice bot that would serve as a payment reminder for overdue customers with secured gold loans.
The customers were also required to renew their Gold Loan account to prevent their gold from being auctioned.
*Telugu is an Indian language, spoken in Telangana, Southern part of India.
Primary objective was debt recovery in an efficient and time-bound manner as the users had already surpassed two due dates.
Secondary objective to automate collection calls to reduce costs and deliver better debtor engagement.
I was part of a squad of four people:
My role as the primary designer was to research, design and test the voice bot so it could capture payment dates and non-payment reasons from overdue customers. Following were some of my key responsibilities:
🗒️ Developing an effective interaction model that could extract payment dates from users.
📊 Creating low and high-fidelity workflows
👥 User research
🤖 Developing bot prompts and bot persona