Agentic Customer Journeys for Banks
AI-powered Smart Loan Collections Management for Retail Banks
Optimize collections and recovery with an AI-led solution for defining your collection strategies, seamless tracking, borrower communication, and delinquency management. Leverage real-time insights, predictive analytics, smart reminders, and data-driven decisions with insightful analytics to drive recovery rates, reduce defaults, and ensure regulatory compliance.
“Newgen’s collection management system has helped us reduce collection cycles by 50% and increase recovery rates by 30%. The AI-driven insights have enhanced our strategies by 40%.”
VP of Operations, Leading Indian Bank
Key Features of Newgen’s Agentic Journeys for Retail Loan Collections
AI-powered Customer Identification & Risk Segmentation
Automate proactive identification and segmentation of customers under different risk categories with AI models and predict customers’ propensity to bounce payments, propensity to roll forward, and propensity to default by using real-time as well as on-demand scoring engines.
Communication Channel Affinity
Leverage AI and ML models to identify the most effective and optimal mode of communication for the customers by analyzing their behavioural activity trends on different communication platforms.
Conversational AI
Harness the power of Newgen’s Conversational AI models to perform call analytics such as call summarization, conversational tone analysis, conversion of voice to AI-refined texts, call outcome decisioning, etc., and drive agent performance metrics.
Champion Challenger
Define Champion Challenger strategies and evaluate performance within a controlled space to identify specific areas of improvement and drive KPIs that matter most to the business. Use AI to automate case allocation to users and enable 360 ° process monitoring with role-based personalized user dashboards.
AI-driven Insights and Collection Strategies
Gain 360 ° insights on customers’ profiles, enable personalized and empathetic AI-led collection strategies, and convert predictive insights into actionable business strategies. Leverage Newgen’s AI models, such as the Self-cure Model and Recovery model, which offer AI-driven prioritization of accounts based on risk, potential recovery, and past trends for efficient recovery mechanism strategies.
Gen AI-based Customizable Communication Templates
Leverage NewgenONE Marvin to generate customizable communication templates tailored to the requirements of the case with document generation capability, including personalized letters and emails based on various parameters such as DPD, geography, and more.
AI-enabled Agency Allocation
Allocate cases to third-party agencies with AI-based allocation recommendations and match customers to agents to maximize case resolution.
Early Warning and Forecasting
Leverage multiple AI agents that share early warning insights to detect financial stress, identify high-risk borrowers, predict defaults, and proactively mitigate portfolio risks, ensuring smarter, data-driven loan servicing.
AI-powered Customer Identification & Risk Segmentation
Automate proactive identification and segmentation of customers under different risk categories with AI models and predict customers’ propensity to bounce payments, propensity to roll forward, and propensity to default by using real-time as well as on-demand scoring engines.
Communication Channel Affinity
Leverage AI and ML models to identify the most effective and optimal mode of communication for the customers by analyzing their behavioural activity trends on different communication platforms.
Conversational AI
Harness the power of Newgen’s Conversational AI models to perform call analytics such as call summarization, conversational tone analysis, conversion of voice to AI-refined texts, call outcome decisioning, etc., and drive agent performance metrics.
Champion Challenger
Define Champion Challenger strategies and evaluate performance within a controlled space to identify specific areas of improvement and drive KPIs that matter most to the business. Use AI to automate case allocation to users and enable 360 ° process monitoring with role-based personalized user dashboards.
AI-driven Insights and Collection Strategies
Gain 360 ° insights on customers’ profiles, enable personalized and empathetic AI-led collection strategies, and convert predictive insights into actionable business strategies. Leverage Newgen’s AI models, such as the Self-cure Model and Recovery model, which offer AI-driven prioritization of accounts based on risk, potential recovery, and past trends for efficient recovery mechanism strategies.
Gen AI-based Customizable Communication Templates
Leverage NewgenONE Marvin to generate customizable communication templates tailored to the requirements of the case with document generation capability, including personalized letters and emails based on various parameters such as DPD, geography, and more.
AI-enabled Agency Allocation
Allocate cases to third-party agencies with AI-based allocation recommendations and match customers to agents to maximize case resolution.
Early Warning and Forecasting
Leverage multiple AI agents that share early warning insights to detect financial stress, identify high-risk borrowers, predict defaults, and proactively mitigate portfolio risks, ensuring smarter, data-driven loan servicing.
Customers
Prebuilt Connectors & APIs
Learn what Newgen’s Retail Loan Collections Management can do for you
AI-driven Risk Assessment & Prioritization
AI-powered models analyze past trends to prioritize high-risk accounts and predict potential delinquencies. Proactive engagement ensures early intervention, reducing defaults and improving recovery rates.
360-degree Customer Insights & Personalized Strategies
A unified view of customer profiles enables empathetic, tailored collection strategies. AI-driven strategy adoption personalizes outreach based on behavioral patterns, enhancing recovery outcomes and customer experience.
Real-time Monitoring & Performance Optimization
Role-based dashboards provide 360-degree process visibility, tracking KPIs and team performance in real time. Automated workflows streamline operations, allowing knowledge workers to focus on complex cases.
Seamless Integration & Configurability
An integrated platform connects core banking, CRM, payment gateways, and dialer systems. Configurable workflows adapt to unique bank requirements, ensuring compliance and operational efficiency.
Benefits
- Boost Recovery Rates by more than 30% with AI-enabled Recovery.
- Increase Legal Efficiency by up to 30% by adhering to regulatory requirements.
- Reduce Turnaround Time by up to 70%.
- Automate Collections strategies and allocations and reduce manual efforts by more than 50%
- Reduce Collections Cost by more than 25%.
- Increase agent efficiency by 50% with personalized dashboards and 360 ° process monitoring.
Explore Newgen’s Other Retail Banking Solution
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Frequently Asked Questions
It’s an AI/ML-powered, low-code platform that automates the entire collections and recoveries lifecycle—helping financial institutions boost recovery rates, reduce costs, and ensure compliance.
By leveraging AI-based strategies, predictive analytics, and smart allocation, it identifies high-risk accounts early, automates workflows, and enhances agent productivity across digital and field channels.
Newgen’s solution caters to retail, corporate/commercial, and SME/MSME customers, and supports both delinquent and non-delinquent portfolios.
It automates repetitive tasks like case allocation, communication, legal tracking, and reporting—freeing up teams to focus on complex recovery cases.
- Integrated platform with existing banking systems
- 360° customer view for personalized collections
- Omnichannel support (mobile, agent portal, lawyer portal)
- Early warning systems and skip tracing
- Legal and recovery tools like repossession, OTS, and litigation
It includes built-in compliance features, audit trails, and a report designer with scheduling capabilities to meet regulatory requirements effortlessly.
Yes, it supports template generation for email, SMS, WhatsApp, and demand letters, and identifies the most effective channel for each borrower.
Field agents can use mobile-first tools with route planning, offline support, Google Maps integration, and document upload for efficient on-the-go collections.
- 24% increase in resolution rate
- 30% improvement in legal efficiency
- 25% reduction in collection costs
- Up to 70% reduction in turnaround time
With 30+ years of experience, 25+ successful implementations, and 100K+ users, Newgen offers a proven, scalable, and secure solution tailored to your institution’s needs.
