Digital Lending NBFC

BFSI • Growth Stage

Rolling Out Generative AI Based Customer Support for Digital Lending

A fast-growing NBFC operating a mobile lending application serves individual and small business borrowers across multiple regions.

Project Duration: 2.5 months

Rolling Out Generative AI Based Customer Support for Digital Lending

Key Results

Faster

Customer Query Resolution

AI assisted responses reduced turnaround time for common customer support queries

Improved

Agent Productivity

Automated knowledge retrieval enabled human support agents to handle higher query volumes

Consistent

Customer Communication

Standardized AI generated responses ensured accurate and uniform messaging

Scalable

Support Operations

The framework supported increasing app usage without proportional growth in support teams

Governed

AI Adoption

Human review controls ensured alignment with BFSI compliance requirements

The Challenge

The lending application handled high volumes of repetitive customer queries related to loan status, repayments, EMIs, and charges.

Knowledge was distributed across policy documents, product notes, FAQs, and operational guidelines, slowing response times.

Support agents required immediate access to accurate and approved information while following regulated communication standards.

Manual responses led to inconsistencies in information shared with customers.

Existing chatbot solutions lacked contextual understanding and struggled with complex lending queries.

The organization required automation that remained explainable, auditable, and under human control.

Our Solution

Techno Consultancy designed and implemented a Generative AI based customer support and knowledge automation framework integrated into the mobile lending application. The solution enabled intelligent query handling, contextual knowledge retrieval, and agent assistance while maintaining strong governance and review mechanisms.

Why Techno Consultancy?

NBFC and Lending Domain Expertise

Solutions designed around lending workflows, borrower journeys, and regulatory expectations.

Responsible Use of Generative AI

Focused on accuracy, transparency, and strong human oversight in customer facing automation.

Framework First Approach

Built reusable systems that scale with user growth and expanding product offerings.

Mobile App Focused Design

Optimized AI interactions specifically for mobile customer support experiences.

Conclusion

By rolling out a Generative AI based customer support and knowledge automation framework, Techno Consultancy UK Limited enabled the digital lending NBFC to scale customer support within its mobile application. The solution improved response times, enhanced agent productivity, and delivered consistent customer communication while maintaining the governance and control required in a regulated lending environment.

Technologies Used

Generative AI assisted response generationKnowledge base structuring and indexingConversational AI design for mobile applicationsContextual intent detectionHuman review and approval workflowsCompliance guardrails and controlsSupport analytics and monitoring

Project Team

Generative AI specialists

“

TCUL helped us scale customer support within our lending application using Generative AI while maintaining compliance and accuracy. Our agents now resolve queries faster and customers receive consistent information.

Client Testimonial