Platform / Escalation ladder

Remind, then escalate only as far as needed

Not a single call but the whole loop: the platform plans, messages, has Priya call at the right moment in the borrower's language, collects on the call, and exits the instant they pay. Set the planner to your portfolio and watch the cadence resolve.

Plan a cadence The twenty channels

30-day cycle · 5 tierscost to serve

most borrowers exit at tier 1 or 2 · the doorstep only sees what survives

The planner

Your portfolio, its cadence

Choose a cycle, a product, a lender type, a ticket size, a region and a team. The ladder below is the plan the engine would run - press play to follow one borrower through it, or tap any channel for what it does and what it costs.

Command centerRepresentative portfolio, not a client book · recovery, funnel and compliance in one operator view

Calls in progress: 1,248
Recovered today: ₹2.47 Cr
Payments received: 9,886
Promises kept: 71%
Recovery rate: 63%
Contact rate: 71%
Lift vs. manual: 2.4x
Compliance gates: 6 / 6

Funnel: 48,784 dialled → 6,211 connected → 9,886 touched · 1,248 promises · ₹2.47 Cr collected

Campaign cycleCustomdays15 of 22 channels · 5 phases

Loan productLender typeTicket sizeRegion

Team capacityAI voice agentsstandard coverField officersstandard coverTele-callersstandard coverCounts drive the plan in bands; many increments land in the same band.

Frequency capno capThis plandigital-led, AI-assisted, field on the hard tailCost to collect: Low

Follow a borrower

Ravi misses the due date; a soft nudge goes out.

Tip: press Play to watch a borrower’s cadence play out, tap any channel in the board or the coverage table for full detail, or choose a loan product, lender, ticket size and region above to see the real cadence for that portfolio.

AI-led: 20 voice agents holding live conversations.Back-to-back calling: 6 tele-callers kept engaged.Field-first: 8 officers generating daily on-ground touchpoints.

Allocation brainRoadmapdecides AI vs human vs field vs Alternate MetaData for each case, each day

Right-party contactIntentSentimentPTP-kept likelihoodBest time to callBest time to visitAI containment

Handled byAIHumanFieldTraceDigitalSelf-serve

Pre-dueRemind

Before the due date

Day 1-3Nudge

Repeats every ~1 day

Day 4-10Negotiate

Repeats every ~2 days

Day 11-20Escalate

Repeats every ~3 days

Day 21-30Recover

Repeats every ~3 days

Not resolved by day 30? The borrower rolls into the next cycle or the recovery track. The cadence keeps escalating until they pay or the account is handed on.

Exits anytimePaid - account curedPromise-to-pay capturedDispute - routed to a humanHardship - cadence easedUnreachable - trace then field

Field officers, all cycle longRoadmap~24 field tasks a day across 8 officers

Catches the failures

No connectWrong numberSMS / WhatsApp failedVoice broadcast failed

On the ground

On-ground feasibilityAlternate number + addressHome / office promise-to-pay

Feeds back

New number or address, re-enter outreach

After a few no-connects, Alternate MetaData finds fresh contacts

Coverage · 15 of 22 channels by phaseShow table

Channel	Pre-due	Day 1-3	Day 4-10	Day 11-20	Day 21-30
Messaging
			-	-	-
			-	-	-
	-	-		-	-
	-		-		-
Voice
	-	-			-
	-		-	-	-
	-	-	-		-
Human and field
	-	-	-
	-	-	-		-
	-	-	-	-
	-	-	-	-
Self-serve and trace
				-	-
	-	-		-	-
	-	-	-	-
Legal and recovery
	-	-	-		-

Representative portfolio, illustrative figures. Every step is a real platform capability; pieces marked roadmap are designed and rolling out.

The default ladder

A 30-day cycle, five tiers

The library's starting point before the planner adjusts it. Each tier is a set of flow nodes; a borrower who pays at tier one never sees tier two.

Tier 0 · Pre-due
Remind
Reach the borrower before the instalment is late.
- SMS
- WhatsApp
- Pay link
Tier 1 · Day 1 to 3
Nudge
Repeat on the channel the borrower reacts to.
- WhatsApp
- SMS
- Voice broadcast
- App nudge
Tier 2 · Day 4 to 10
Negotiate
The AI agent negotiates and captures a promise to pay.
- AI voice call
- Email
Tier 3 · Day 11 to 20
Escalate
A firmer call, then a human agent with full context.
- AI voice call
- Live agent
- Warm transfer
- Formal notice
Tier 4 · Day 21 to 30
Recover
Doorstep visit, then the recovery track.
- Field visit
- Settlement
- Legal

Resolves by

Product
Lender type
Ticket size
Region
Frequency cap
Team capacity

The same ladder, different timings and channels per segment. A ₹8,000 digital loan and a ₹40 lakh mortgage do not escalate at the same pace, and the library does not pretend they do.

Ships with playbooks for

Personal loan
Credit card
Two-wheeler
Auto
Home and LAP
Gold
Microfinance
SME

Eight product playbooks and five lender types out of the box. Clone one, then hand-edit the ladder on the canvas or describe the change in plain English and let the composer redraw it.

The flow builder that runs the ladder

Under the hood

What makes the cadence above possible

The platform pillars behind every phase of the board, for every borrower. All in production, not planned.

10 Indian languages plus Hinglish

Hindi, Tamil, Telugu, Marathi, Bengali and more - and the Hinglish borrowers actually speak - natively, not translated.

Sub-second voice

Real-time, interruptible conversation that does not feel like an IVR menu.

True omnichannel

Voice, WhatsApp, SMS, RCS, email, self-serve and field on one journey and one record.

Compliance by design

RBI, DPDP and TRAI rules enforced by the system on every single touch.

Self-serve, one-tap pay

Borrowers resolve on their own terms, at any hour, in a couple of taps.

Field and legal, one journey

Doorstep visits and legal steps flow from the same automation, fully tracked.

Live analytics and QA

Every call, promise and payment measured, with automatic quality sampling.

One record per borrower

Whichever channel touched them, and whoever asks for the evidence.

Build this cadence for your portfolio.

Every channel above is a real capability, drag-and-drop, no code. Bring one bucket to the demo and we will draw its ladder live.

Book a demo Talk to an engineer