Deploying Voice AI for Smarter Home Loan Engagement, at Enterprise Scale

Overview

A leading housing finance company in India serves millions of customers across home loans, loan against property, balance transfer and top-up loan products. As outbound engagement volumes grew, the company needed a way to hold consistent, high-quality borrower conversations at a scale its existing contact centre model wasn't built for. The company partnered with Haptik to deploy an AI Voice agent running intelligent, RM-style financial conversations at scale.

396k+
AI-powered outbound calls automated
84k+
Customer conversations completed
~65%
Customer contactability achieved
~8.5k+
Qualified leads identified*
~787
Hours
AI-led customer conversations
100%
First-Contact Resolution
396k+
AI-powered outbound calls automated
84k+
Customer conversations completed
~65%
Customer contactability achieved
~8.5k+
Qualified leads identified*
~787 Hours
AI-led customer conversations
100%
First-Contact Resolution

*Approximate, based on campaign performance and client-reported figures. These numbers reflect deployment scale and conversation quality. Downstream conversion and disbursement outcomes are still being evaluated by the client and are not represented here.

Haptik is a fantastically committed team. They truly understand their business and they go really deep to understand their customer's issues.

mvs murthy
MVS Murthy,

Head – Marketing & Digital

*Approximate, based on campaign performance and client-reported figures. These numbers reflect deployment scale and conversation quality. Downstream conversion and disbursement outcomes are still being evaluated by the client and are not represented here.

Challenge

The company had to engage hundreds of thousands of prospective borrowers while ensuring every conversation stayed consistent, compliant and capable of capturing detailed financial information. 

 

  • The AI conversation journey extended beyond the script: The company's outreach called for intelligent, multi-turn lending conversations that could closely replicate the discovery process of an experienced Relationship Manager.

  • Precise data capture: From existing lender and loan details to income, co-applicant information and EMI history, the conversation needed to collect granular financial data without a drop in accuracy.

  • High-intent borrowers needed to reach Relationship Managers faster: Every delay in follow-up was a cost in effort, in repeated outreach and in cooling borrower interest.

Solution

Haptik deployed an enterprise-grade Voice AI agent that automated customer outreach while intelligently qualifying borrowers, integrating with the company's workflows, and continuously improving conversation performance using campaign analytics.

 

  • Deployment at enterprise scale: Haptik's Voice AI platform streamlined the outbound calling operation, automating 396k+ calls and completing 84k+ full customer conversations.

  • Reach extended to Tier-2 & Tier-3 cities: In Tier-2 and Tier-3 markets, where typing-heavy text journeys see less comfort, a natural spoken conversation travels further. Haptik's Voice AI reached 159 such towns beyond the 10 metro hubs, without needing to hire or train agents locally in each one. 

  • Conversation quality: The AI held natural, multilingual conversations that tracked genuinely messy real-world answers - correcting a mis-heard lender name mid-call, patiently untangling which of two existing loans a customer was describing, and capturing income given as a range rather than forcing it into a single, wrong number.

  • Structured qualification at scale: The AI captured customer intent in real-time, automatically qualified borrowers and gathered structured financial information like lender and loan details, income, employment type, and property location - translating into ~65% customer contactability and ~8.5k+ qualified leads identified across the campaign.
  • Financial intelligence built into the conversation: Beyond capturing numbers, the AI correctly parsed complex, multi-part financial answers like distinguishing a loan's originally approved amount from what was actually sanctioned, rather than defaulting to the first figure a customer mentioned.
  • Real-time eligibility calculation: By integrating directly with the company's proprietary loan eligibility calculator, the AI estimated tentative top-up loan eligibility live on the call and delivered a personalized financing scenario.
PLATFORM
WhatsApp
Use-Cases
Product Discovery, Locate Service Center, Post-Purchase Support

Partnering with Haptik has enabled us to scale customer outreach while maintaining consistency and improving operational efficiency. The AI Voice solution has become an important part of our outbound engagement strategy, helping us engage customers more effectively while allowing our teams to focus on high-value conversations.

Head - Digital & Contact Center

End Result

This deployment shows what Voice AI does inside a live lending operation - holding RM-quality conversations, qualifying borrowers accurately, capturing complex financial detail, calculating eligibility in real time, and handing off structured leads without manual intervention, all at a scale legacy calling models can't match. This is an early, operational proof point for what conversational AI can bring to outbound lending.