Deploy an agentic layer across SBI Card's early-bucket collections and high-volume service line, giving a mass-market national base day-1 due-date coverage and grounded card servicing at a cost per contact the current model cannot match.
India's largest pure-play credit-card issuer (SBI-promoted, listed), with a mass-market portfolio spanning deep into tier-2/3 India.
Public factIndustry-wide unsecured-credit stress in FY24–FY26 pushed credit costs up across card issuers — collections effectiveness is a publicly discussed earnings driver for SBI Card.
Public factRBI recovery-agent conduct norms and TRAI DND rules tightly constrain human collections calling; digital-first conduct-perfect outreach is a structural advantage.
Public factA mass-market national base likely calls in a dozen languages while IVR and agents cover far fewer well; statement, limit, and dispute intents likely dominate.
Reasoned inferenceThe SBI-linked brand likely brings PSU-influenced procurement rhythms — pilots need government-grade documentation and clear conduct audit trails.
Seller hypothesis — validateValidate with the account team before outreach: Current early-bucket contact and roll-rate baselines · Collections BPO structure and dialer stack · Procurement route: direct or via SBI-group empanelment
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: A monoline issuer whose technology (processing, dialers, the ILA virtual assistant) is vendor-run, with PSU-influenced procurement rhythms; there is no internal AI-platform engineering franchise.
Why they won't build the full stack: Card-system integration, RBI-conduct-bounded collections dialogue, and multilingual speech must arrive as a governed, documented platform — exactly the shape SBI-grade procurement is structured to buy.
Credit costs moderated through FY26 after the industry's unsecured stress cycle, with management guiding further normalization
GTM implication: Collections effectiveness remains the earnings lever — a conduct-perfect early-bucket coverage pilot lands on-message
Management has set out a cost-to-income improvement path for FY27
GTM implication: Service-line deflection in eight languages gives the cost-to-income target a measurable operational lever
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Pre-due & early-bucket collections 100% pre-due and day-1 attempts with matrix-bounded plans and in-channel payment; PTPs auto-followed. | With elevated industry credit costs, stopping bucket-0-to-1 rolls on a two-crore-card base is the single biggest earnings lever. Friction today: Dialer capacity misses due-date coverage; conduct norms cap attempts; payment follow-through drops between call and app. | WhatsAppVoiceSMS | |||
Card service line deflection Top-15 intents resolved in-conversation in 8+ languages; humans reserved for disputes and complaints. | Statement, limit, reward, and dispute-status intents flood the line from a base that spans metros to small towns. Friction today: Two-language IVR for a multilingual base; agents re-authenticate and read card screens. | VoiceWhatsAppApp chat | |||
EMI-conversion & revolver engagement Consent-governed EMI-conversion conversations with transparent cost explanation and in-channel confirmation. | Converting large purchases to EMIs is core fee income and reduces delinquency risk on stretched cardholders. Friction today: EMI-eligible transactions get one SMS; conversion needs a conversation about tenure and cost. | 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 SBI Card's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for SBI Card: Collections plus service deflection are two proven workflows on card-system integrations; scale scope fits, with expansion into EMI-conversion sales after credit-cost pressure eases.
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.
“Credit costs are the story the street asks about every quarter; conduct-perfect, full-coverage early-bucket outreach is the fastest operational answer you can point to.”
“The agent grounds on your existing card and collections systems — a bounded integration with complete audit logging that fits an SBI-grade governance review.”
“Due-date coverage stops being a seat-capacity question; evening and weekend windows your rosters miss become your best-performing contact slots.”
“Every due account attempted on day 1 in its own language, every settlement inside the approved matrix, every PTP chased automatically — with 100% scored calls.”
“RBI recovery-conduct norms are embedded as hard constraints — windows, disclosures, escalation rules — with transcripts as standing audit evidence.”
“Roll-rate improvement on a two-crore-card base plus service deflection gives a two-engine business case; a control-cohort pilot prices both before commitment.”
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 pure-play card issuer with ~2 crore cards; industry-wide unsecured stress has pushed collections intensity up while a mass-market, multilingual base strains service capacity — strong fit, PSU-linked procurement pace.
Propose a bucket-0/1 pilot on one portfolio segment: conversational due-date coverage for 60 days, roll-rate delta versus dialer-only control.
Entry: Pre-due & early-bucket collections outreach · Scale package · 10–14 weeks to production across priority workflows. 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.