BFSI
Collections on AgentOS:
worked by risk, not by calendar.
AI agents work every account by risk, not by age, from the first missed payment to pre-legal recovery. Your team steps in only where judgment is needed, and every call is logged for audit.
TRUSTED BY 1000+ ENTERPRISES
Every account waits in the same queue, until it’s too late to matter.
Most collections operations run one call list, treating every account the same regardless of risk. Every day a case sits in the wrong queue, recovery odds drop and compliance exposure climbs.
Missed recovery windows
The highest-intent day to reach a borrower is right after a payment bounces. A manual call list dials too late, and the window’s already cooled.
One script, every DPD bucket
Pre-due nudges and pre-legal notices often run through the same list and tone, because segmenting outreach by risk takes headcount most teams don’t have.
Compliance risk on every call
Fair Practice Code adherence gets checked on a sample of calls, if at all. The calls nobody reviews are the ones a regulator asks about first.
Disconnected handoffs
Cases moving from tele-calling to field visits to legal get re-explained at every handoff, losing time and the evidence trail a legal case needs.
Risk never stands still.
Neither does AgentOS.
Risk shifts by the day, but a dialer, a spreadsheet, and a legal team briefed after the fact can’t keep pace with it. One system that runs the case and holds every call to policy can.
Vitos
AI agents run the case, stage by stage
Reminders · Outreach · Negotiation
Command
Human judgment, built into the flow
Oversee · Approve · Override
Calibrate
Every call held to policy
Audit · Fair Practice · Coaching
Pulse
Learns from every case, closes the loop
Trends · Signals · Recommendations
Every stage of collections, working like it was always meant to be one process.
Configure how each layer engages, and where, at every point in the delinquency curve. Human effort goes only where risk or judgment actually needs it.
LAYER KEY |
V Vitos – agents at work
C Command – human in the loop
C Calibrate – audit & compliance
P Pulse – learns & recommends
Pre-due
Risk: Low
Reminder Agent
Sends a soft nudge with channel-matched timing.
No human needed
Cases this routine don’t need staff.
Touch logging
Every contact is recorded for audit.
Timing learns
Tracks on-time payment lift by borrower segment.
1–30 DPD
Risk: Watch
Outreach & Sentiment Agent
Detects hardship signals in real time.
Policy-band exception
Outside-band requests route to a collections officer.
Quality scoring
Tone and SLA adherence are checked on every call.
Offer mix learns
Tracks which restructure option converts, by persona.
31–60 DPD
Risk: Elevated
Negotiation & Payment Agent
Settles within authority & sends the payment link, retry & receipt.
Disputes and barge-in
A supervisor takes over the live call.
RBI Fair Practice check
Every call is auto-scored for compliance.
PTP break analysis
Flags where promise-to-pay commitments fall through.
61–90 DPD
Risk: High
Skip-Trace & Field Agent
Runs contactability checks and schedules visits.
Tele-caller takeover
Full case context surfaces, and AI assists live.
Adherence gaps
Coaching is triggered for the human team.
Risk-flow patterns
Flags where Bucket 2 to Bucket 3 leakage starts.
90+ DPD
Risk: Severe
Case-File Agent
Assembles the audit-ready legal package automatically.
Legal authorization
Requires review and sign-off, staff-led.
Chain of evidence
Delivers 100% audit coverage from day one.
Recovery economics
Models settlement-vs-legal outcomes per case.
Collections becomes proactive.
Outreach starts on day one, not day ninety. Compliance runs inside every call instead of after it. Your team steps in only where it must, and every case that closes makes the next one easier to recover.
Where AI and human intelligence work as one.
Every layer in that architecture runs on two things working in concert: AI agents and human intelligence.
One workforce. Built into the system.
Agents handle what can be handled. They execute, resolve, and complete work across every system, at any scale, without waiting. Humans own the moments that demand judgment: approving, intervening, deciding. The system knows the difference and routes accordingly.
They share the same context. The same workflows. The same operational layer. Nothing is siloed, nothing is duplicated, and nothing falls through.
The system doesn’t just close cases.
It learns to catch risk before it becomes one.
Every layer feeds the next. Vitos and Command work the account, Calibrate and Pulse read the portfolio, and the whole system gets faster at spotting risk before it ever needs a human.
“Our teams finally spend time on what matters most. Kapture AgentOS handles the execution, so nothing slips through.”
VP-Customer Experience
Every portfolio calls for a different playbook. So do the agents.
Risk appetite, escalation ladders, and what’s non-negotiable on a call all vary by portfolio, not just by lender. We map yours, then build the agents to run it exactly, not a generic recovery template.
We didn’t start with AI.
We started with the work.
We’ve spent years inside real operations, across industries, seeing the exceptions, the edge cases, and the moments that actually need a human. AgentOS is built from all of that, not guessed at.
We’ve already seen the exceptions
Millions of real interactions, real failures, real edge cases. That experience is built into the system, not added on after.
Full-stack, AI-native
Designed together as one system, not bolted together from separate tools.
Your stack. Your rules
Full flexibility to run on your infrastructure, your models, your data, with zero lock-in.
Secure by design.
Built for BFSI compliance.
Collections calls carry some of the most sensitive data a customer shares, repayment history, hardship signals, contact details, and some of the most regulated conversations in BFSI. We follow enterprise-grade compliance standards and best-in-class encryption to keep it protected, and audit-ready.
AES-256 encryption
Role-based access
RBI & DPDP compliant
Frequently Asked Questions
AgentOS automates pre-due reminders, early and mid-bucket outreach and negotiation, payment collection, skip-trace and field coordination, and pre-legal case-file assembly. Routine cases run end to end, while disputes, exceptions, and legal sign-off are routed to human teams.
No. AgentOS handles routine collection volumes so your tele-calling and field recovery teams can focus on cases that require judgment, such as disputes, hardship cases, and accounts moving toward legal action.
You define the rules. Every DPD bucket has configurable trigger points, such as a restructuring request outside the approved policy or a dispute during a live call. Cases are automatically routed to the right person with complete context.
Yes. Every AI and human call is continuously evaluated against your compliance standards, making every interaction regulator-ready and easy to review without relying on sample-based audits.
Yes. AgentOS integrates with your loan management system (LMS), telephony platform, and payment gateways, allowing you to leverage your existing infrastructure without replacing it.
You can bring your own LLM, use Kapture’s models, or combine both. The same flexibility applies to your voice stack and enterprise data, ensuring no enterprise-grade vendor lock-in.
That’s not a problem. We work with your team to map your existing recovery process, including policy exceptions, and configure AgentOS around your workflows instead of forcing a standard template.
Outreach agents detect hardship signals in real time during customer conversations and immediately route the case to a collections officer with the reason and full interaction context attached.
Yes. Supervisors can join any live conversation instantly with complete context, enabling seamless intervention for disputes, escalations, or sensitive recovery discussions.
Implementation timelines depend on your existing systems and the number of DPD buckets being automated. A pilot for a single bucket, such as early-stage collections, can be deployed much faster than a complete pre-due-to-pre-legal rollout.
More of the BFSI journey, on the same system.
Here’s what else AgentOS handles across the account lifecycle.
Loan Origination
Application to disbursal, run end to end, with the same system picking up the account the moment a payment is missed.
Lending
Account & Card Servicing
Balance queries, card blocks, limit changes, and servicing requests, resolved end to end without a ticket queue.
Servicing
Claims Processing
FNOL capture, document verification, and settlement coordination, automated from first notice to payout.
Insurance
enterprise with Kapture.
Build your collections operation on AgentOS
Reach accounts sooner, recover faster, and keep every call audit-ready.
- Pre-due to pre-legal, run on one OS
- AI agents that act, collections officers that judge, a loop that keeps getting sharper
- Deployed across 1,000+ enterprises in 60+ countries
TRUSTED BY THE TOP ENTERPRISE COMPANIES
+1833-386-0222 (USA)
enquiries@kapture.cx
