Executive Summary

Aria is a production-grade, compliance-first conversational AI system designed to automate loan repayment and collections conversations across voice and text channels.

The solution enables financial institutions to handle high-volume EMI reminders, balance inquiries, payment commitments, hardship disclosures, settlement requests, and policy-related questions while maintaining strict compliance guardrails and human escalation pathways.

The project was designed to demonstrate how enterprise conversational AI systems can be architected, monitored, evaluated, and integrated into business workflows rather than simply showcasing LLM capabilities.

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Business Problem

Loan servicing and collections teams face three major challenges:

1. High operational cost due to repetitive borrower interactions.
2. Compliance risks associated with debt collection communication.
3. Inconsistent customer experience across agents and channels.

Traditional IVR systems are rigid and frustrating, while generic AI assistants may generate inaccurate or non-compliant responses.

The goal was to design an AI-powered recovery assistant capable of:

• Automate Outbound calls to the defaulters to follow up on their pending dues
• Capturing payment commitments.
• Retrieving account information.
• Providing policy-based guidance.
• Escalating sensitive situations to human agents.
• Maintaining compliance with responsible debt collection practices.

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Solution Overview