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Collective

Empathetic collections with affordability-first PTP planning

Reasoning

Overview

AI-powered collections with empathy, affordability, and compliance

5-Pillar Collections Framework

  • ✓ Affordability Analysis: Infer disposable income from cashflows
  • ✓ PTP Planning: Suggest realistic payment schedules
  • ✓ Channel Selection: Choose SMS, Email, WhatsApp, or Call
  • ✓ Tone Calibration: Empathetic → Firm based on DPD & history
  • ✓ Compliance Check: RBI Fair Practices + DPDP Act alignment

Key Features

  • ✓ Message & Tone Lab: Preview messages with different tone settings
  • ✓ D3 Sankey Flow: Visualize collection funnel (contact → promise → payment)
  • ✓ Reasoning Engine: Explainable strategy selection
  • ✓ RBI Compliant: No harassment, no banned words, time restrictions
  • ✓ Multi-Channel: SMS, Email, WhatsApp, Voice with smart routing
  • ✓ PTP Tracking: Automated follow-ups for broken promises
180-320%
Annual ROI
35%
Recovery Lift
22%
PTP Conversion
100%
RBI Compliant

Tech Stack

Reasoning engine with compliance guardrails

Technology Architecture

Reasoning Engine
  • Affordability inference from bank statements
  • PTP schedule generation (weekly/biweekly/monthly)
  • Tone calibration (empathetic → assertive)
  • Channel selection (SMS/Email/WhatsApp/Call)
Compliance Layer
  • RBI Fair Practices Code 2003
  • DPDP Act 2023 consent checks
  • Time restrictions (8am-7pm only)
  • Banned word filtering (threat, legal, etc.)
Visualization
  • D3 Sankey: Collection funnel flow
  • Sparklines: Recovery trends
  • Heatmaps: DPD bucket analysis
  • Message preview: Real-time tone adjustment

Data Flow

End-to-end collections workflow

Collections Pipeline
flowchart LR A[Overdue Account] --> B[Reasoning Engine] B --> C{Affordability} C -->|High| D[PTP Planner] C -->|Low| E[Hardship Flow] D --> F[Tone Calibration] E --> F F --> G[Channel Selection] G --> H{Compliance Check} H -->|Pass| I[Send Message] H -->|Fail| J[Modify Tone] J --> H I --> K[Track PTP] K --> L{Payment?} L -->|Yes| M[Close] L -->|No| N[Escalate] style B fill:#A3E635 style H fill:#E10600 style K fill:#31E6FF

Strategy Framework

DPD-based escalation and tone calibration

Tone Escalation Sequence
sequenceDiagram participant Borrower participant SMS participant Reasoning participant PTP participant Payment Note over Borrower: DPD 1-7 Reasoning->>SMS: Gentle reminder SMS->>Borrower: "Your EMI is due..." Note over Borrower: DPD 8-30 Reasoning->>SMS: Firm request SMS->>Borrower: "Please clear dues..." Borrower->>PTP: Commits to pay Note over Borrower: DPD 31+ Reasoning->>SMS: Assertive notice SMS->>Borrower: "Immediate action required..." Borrower->>Payment: Pays Payment-->>Reasoning: Update status

Benefits

For NBFCs and borrowers

NBFC Gains

  • 35% recovery lift (vs manual collections)
  • 22% PTP conversion rate (vs 14% baseline)
  • 180-320% annual ROI
  • 100% RBI Fair Practices compliant
  • 60% reduction in agent workload
  • Real-time compliance alerts

Borrower Gains

  • Respectful, empathetic messaging (no harassment)
  • Realistic PTP plans based on affordability
  • Multi-channel flexibility (SMS/Email/WhatsApp)
  • No calls outside 8am-7pm (RBI compliant)
  • Transparent reasons for payment schedule
  • Hardship flow for genuine financial difficulty

Interactive Demos

Explore message generation in real-time

Message & Tone Lab

Adjust DPD, history, and tone to preview collection messages

Generated Message
To: +91-XXXX-XXX-234 | Channel: SMS
Dear Rajesh, your loan EMI of ₹5,000 is now 15 days overdue. We understand situations can be challenging. Please clear your dues at the earliest to avoid late fees. Need help? Reply HELP or call us.
Compliance: PASS
Tone: Neutral
View JSON Output 
{
  "message": "...",
  "tone": "neutral",
  "channel": "sms",
  "compliance": "PASS",
  "reasons": ["DPD within soft range", "Good payment history"],
  "ptp_suggestion": {
    "amount": 5000,
    "schedule": "weekly",
    "installments": 2
  }
}

Mode: MOCK

Toggle between offline simulations (MOCK) and live API calls (LIVE)

FAQ

How does Collective ensure RBI compliance?
Collective follows RBI Fair Practices Code 2003: no calls outside 8am-7pm, no harassment or threats, no disclosure to third parties. All messages pass through a compliance filter that blocks banned words and ensures respectful tone. Every interaction is logged for audit trails.
What is affordability-first PTP planning?
The Reasoning engine analyzes bank statements to infer disposable income. It suggests PTP schedules (weekly/biweekly/monthly) that borrowers can realistically afford, rather than demanding full lump-sum payment. This increases PTP conversion by 22%.
How does tone calibration work?
Tone ranges from Empathetic (DPD 1-7, good history) → Neutral (DPD 8-30) → Firm (DPD 31-60) → Assertive (DPD 61+, broken PTPs). The engine adjusts phrasing, urgency markers, and call-to-action strength while maintaining compliance guardrails.
Which channels are supported?
Collective supports SMS (primary), Email, WhatsApp Business API, and Voice (IVR). The engine selects the optimal channel based on borrower preference, DPD, and previous response rates. Multi-channel campaigns can be scheduled with smart sequencing.
What is the D3 Sankey flow?
The Sankey diagram (created with D3.js) visualizes the collections funnel: Contacted → Responded → PTP Made → Payment Received. Node thickness shows volume, and flows show conversion rates. This helps identify bottlenecks in the collections process.
How are broken PTPs handled?
If a borrower misses a promised payment date, Collective automatically sends a follow-up message with firmer tone. After 2 broken PTPs, the account is escalated to human agent review. The Reasoning engine adjusts future PTP suggestions to be more conservative.
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