Home Credit Philippines Leverages AI for Innovation in Collections Management
Home Credit Philippines (HCPH), a leader in consumer finance, is advancing its collections management by integrating artificial intelligence. This move boosts operational efficiency while improving customer experience during critical interactions.
The integration of AI began amid the challenges posed by the pandemic and the Bayanihan Law, which introduced financial relief but complicated communication about payment obligations. To address this, HCPH deployed an AI-powered VoiceBot system that delivers timely updates and financial education, enabling smoother and more effective customer engagement during a difficult period.
Rahul Sharma, head of collections tech, AI, and delivery at HCPH, emphasized, “Our customers are our priority, and AI empowers us to communicate accurate and timely information to our customers. Our goal really is to enhance our digital capabilities and continue delivering more meaningful customer interactions.”
Making AI Work
According to PwC’s 2025 Global CEO Survey, 75% of local businesses acknowledge AI’s transformative potential. HCPH’s adoption of AI reflects this trend, focusing on strategies that scale collections operations and enhance customer engagement.
Smarter Connections
The VoiceBot uses natural language processing (NLP) to simulate human-like conversations. This technology ensures interactions are purposeful and efficient, reducing the need for manual calls during peak times such as salary days and holidays. It helps maintain high engagement without adding strain on staff.
Empowering Agents
HCPH employs SAGE (Speech Analytics General Evaluation), a proprietary tool that monitors and transcribes calls using OpenAI’s Whisper speech-to-text model. It then evaluates these interactions with GPT-4, improving agent performance and ensuring consistent, trustworthy service for customers.
Proactive Outreach
Using a machine learning model named Nano Strategies, HCPH detects behavioral signals that might indicate missed payments up to eight days in advance. This predictive insight allows the company to act early, reducing outbound calls, increasing on-time payments, and optimizing resources at contact centers.
Accelerating Processes
AI also streamlines back-office tasks by automating text extraction from scanned documents like invoices and IDs. This automation decreases manual workload, speeds up processing times, and minimizes human errors.
Boosting Sales
HCPH is piloting a tool that leverages large language models (LLMs) to analyze sales calls for cash loan offers. It not only scores conversations but also identifies factors that lead to successful conversions, providing agents with actionable, data-driven feedback to improve their sales approach.
Enhancing Productivity
Internally, AI tools such as GitHub Copilot and Microsoft Copilot help teams automate routine tasks. This enables faster decision-making based on data and allows leaders to focus on strategic priorities.
Driving Agility
Generative AI tools support faster image and content creation, reducing campaign lead times. These tools also enable personalized marketing strategies, ensuring messaging stays relevant in a dynamic market.
Home Credit Philippines continues to invest in AI to provide accessible, efficient financial solutions. Their approach demonstrates how finance companies can use AI to improve collections and customer service simultaneously.
For professionals interested in learning more about AI applications in finance, exploring specialized training can provide valuable skills. Resources such as Complete AI Training’s AI tools for finance offer practical insights into leveraging AI in financial roles.
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