CreditNirvana launches India's first integrated AI suite for voice co-browsing and debt collection

CreditNirvana has launched India's first integrated artificial intelligence suite designed to handle both voice co-browsing and debt collection, aiming to help financial institutions resolve two of their most persistent operational headaches.

The software package, comprising tools named ORCA and CognifAI Assist, acts as a non-intrusive layer over a bank or fintech firm's existing web portals and mobile apps. By deploying this layer, lenders can guide customers through complex loan applications and automate collections without embarking on expensive, multi-year overhauls of their core IT systems.

CreditNirvana, a subsidiary of the fintech unicorn Perfios, claims the new suite can slash operational costs for lenders by 40 per cent. It also claims to run 60 to 70 per cent of debt recovery journeys autonomously, completely removing the need for human agents in those cases.

Automating debt collections with ORCA

The collection engine, ORCA, works alongside CreditNirvana’s existing debt-management platform, Maestro. Instead of following rigid, pre-set communication sequences, ORCA uses more than 200 specialised AI agents to continuously analyse responses and adjust its recovery strategies on an account-by-account basis.

The system coordinates these recovery efforts across digital messages, automated voice calls, field agents, and legal channels, allowing banks to set their overall recovery targets while keeping actions within regulatory guidelines.

CreditNirvana's chief executive officer, Vinay Sathyanarayan, said the tools expand the role of AI in lending from simple digital navigation to giving lenders the deep data they need to make better collection decisions.

Helping borrowers via CognifAI Assist

The second part of the suite, CognifAI Assist, focuses on the front-end borrower experience. It pairs an AI voice assistant with visual co-browsing technology. The voice assistant can speak multiple regional Indian languages, alongside international languages like Spanish, Mandarin, Arabic, and Bahasa.

During a live session, the assistant can highlight specific fields on a screen, autofill forms, and negotiate loan rates or tenures within pre-set limits, all without requiring the customer to download a separate app.

CreditNirvana says this co-browsing feature has boosted loan completion rates by 30 per cent and cut average customer handling times by 35 per cent.

To address privacy and compliance concerns, the software uses end-to-end encryption and hides sensitive information like PAN card numbers, passwords, and one-time PINs (OTPs) from the visual interface through field-level data masking.

CreditNirvana currently manages assets worth more than $30 billion across upwards of one crore loan accounts.