Plug an agentic voice and WhatsApp layer into Bajaj Finance's collections and cross-sell machine so day-1 coverage, offer discipline, and RBI-conduct compliance stop being functions of dialer seats.
India's largest consumer-lending NBFC with a customer franchise exceeding 100 million and dominant point-of-sale consumer-durable financing.
Public factManagement has publicly articulated a 'FinAI' vision — repositioning Bajaj Finance as an AI-first financial company across acquisition, underwriting, service, and collections.
Public factRBI restricted eCOM and Insta EMI Card lending in November 2023 over digital-lending KYC deficiencies; restrictions were lifted in May 2024 — conduct compliance in digital journeys is a board-level memory.
Public factCollections span consumer durables, two-wheelers, and personal loans across urban and semi-urban India; early-bucket coverage is likely dialer-capacity-bound in stress months.
Reasoned inferenceEMI-card cross-sell telecalling likely operates at tens of millions of dials annually with conversion constrained by pitch consistency and DND handling.
Reasoned inferenceMultiple BPO partners likely run collections and sales calling with variable QA depth across sites.
Seller hypothesis — validateValidate with the account team before outreach: Current early-bucket contact-rate and roll-rate baselines by product · In-house AI roadmap under the FinAI program — partner vs build posture · BPO contract structure and where an agentic layer plugs in first
Strong internal engineering — sell infrastructure, models, governance, or selected capabilities
Evidence: Management has publicly declared the FinAI transformation — AI embedded across acquisition, underwriting, service, and collections — backed by one of the deepest product-engineering organizations in Indian financial services; this account will build its own orchestration and journeys.
Why they won't build the full stack: Sell infrastructure, not the assistant: production-grade multilingual speech, telephony integration, and conversation-evaluation and conduct-governance tooling that FinAI teams compose under their own orchestration — with the cloud consumption underneath.
The FinAI vision — repositioning Bajaj Finance as an AI-first company — has been publicly articulated by management
GTM implication: Enter as infrastructure inside FinAI, not as a competing assistant: speech, telephony, and evals are the components they will not build first
Elevated credit costs on parts of the unsecured book were discussed during the industry stress cycle
GTM implication: A collections-infrastructure pilot (voice + evals under their orchestration) attaches to the credit-cost lever management is publicly managing
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Early-bucket collections (durables, 2W, personal loans) Every due account attempted day 1 in its language; PTPs written back with automatic follow-up; hardship cues routed to specialists. | At Bajaj's book size, single-digit roll-rate improvements are worth crores monthly; early-bucket coverage is the highest-leverage lever. Friction today: Dialer bursts reach a fraction of due accounts on day 1; RBI recovery-agent norms and call windows cap human attempts; PTPs tracked in wrap-up notes. | WhatsAppVoiceSMS | |||
EMI-card activation & cross-sell Consent-governed, rubric-scored offer conversations at full base coverage; hot leads handed live to human sellers. | The EMI card is the franchise flywheel; activation and limit-utilization conversations directly drive fee and interest income. Friction today: Outbound telecalling capacity limits coverage of pre-approved offers; pitch and consent quality vary by BPO seat. | WhatsAppVoice | |||
EMI and service inbound line Grounded self-service for the top 15 servicing intents in 10+ languages; humans reserved for disputes. | A 100M-customer base generates enormous statement, NOC, foreclosure-quote, and mandate-bounce volume. Friction today: IVR trees in two languages for a base that speaks ten; agents re-authenticate and read LMS screens. | VoiceWhatsAppApp chat | |||
eNACH mandate-bounce recovery Same-day bounce conversations with reason capture and in-channel re-payment; fewer accounts ever hit bucket 1. | Mandate bounces are the first slip signal; same-day conversational recovery prevents accounts entering collections at all. Friction today: Bounce follow-up is SMS-only or waits for the next dialer cycle, losing the same-day window. | WhatsAppVoice |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Bajaj Finance's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Bajaj Finance: Massive multi-product volume (durable finance, 2W, personal loans, EMI card), deep LMS and dialer integrations, and an AI-first management mandate justify the broadest scope — phased across products.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“You have declared Bajaj a FinAI company; an agentic frontline on collections and cross-sell is the fastest place to make that declaration visible in the P&L.”
“This is an orchestration layer on your existing LMS, dialer, and offer-engine APIs — it operationalizes the FinAI stack rather than competing with your internal builds.”
“Day-1 collections coverage stops being a seat-count problem; spikes in stress months are absorbed elastically instead of triaged.”
“100% early-bucket attempts, matrix-bounded settlements, and PTPs that follow themselves up — with every conversation scored instead of 1% sampled.”
“After the 2023 RBI action, provable conduct matters: policy-bounded scripts, RBI-compliant windows, and complete transcripts turn collections conduct from assertion into evidence.”
“Against roughly nine million monthly interactions at BPO rates, usage-priced automation plus measurable roll-rate improvement makes this one of the cleanest ROI cases in the book.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
India's largest consumer NBFC with 100M+ customers, a publicly declared AI-first ('FinAI') transformation, and one of the country's biggest collections and cross-sell calling operations — the highest-intensity fit in the universe.
Propose a bucket-1 pilot on one product line (consumer durables, two states): 100% day-1 coverage for 60 days, roll-rate delta reported against control.
Entry: Early-bucket consumer-durable and 2W collections · Transform package · 14–20 weeks phased across units. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.