Helping Personal-Lending Customers Complete The Journey They Started
Hero FinCorp operates in personal lending, where digital borrowers can move quickly from application to approval but may still stall at critical completion stages.
Fundamento’s deployment focused on recovering those borrowers while their intent remained active.
Borrowers Were Dropping Off At The Exact Moments They Needed Help.
The lending funnel contained multiple friction points across e-mandate, Net Banking, KYC and the BS Offer stage.
Customers who had already entered the funnel could abandon because of technical failure or process confusion rather than lack of borrowing intent.
| Stage | Observed Problem |
|---|---|
| E-mandate | Technical / completion friction |
| Net Banking | Process interruption |
| KYC | Verification / documentation friction |
| BS Offer | Loan amount / offer-unlock confusion |
| Voucher Stages | Lower conversion than core funnel stages |
Signal OS™ Knew Where The Borrower Had Stopped.
Rather than treating every abandoned application as the same, SignalOS connected real-time web-funnel events with application-stage data to identify the exact point of drop-off.
| Signal | What It Revealed |
|---|---|
| Drop-Off Stage | Where progression stopped |
| Failure Type | What prevented completion |
| Application Cohort | Funnel vs voucher journey |
| Decile | Priority for voucher intervention |
| Completion Status | When to stop further outreach |
| Architecture Layer | Deployment Capability |
|---|---|
| Customer Signals | Funnel stage • Failure type • Application cohort |
| Decision Intelligence | Real-time trigger • Decile-based voucher tiering |
| Journey Intelligence | Funnel recovery • Voucher recovery |
| Execution Layer | AI Voice Agent |
| Human Intelligence | Knowledge-base handling; no human calling layer |
The Recovery Journey Started Within Minutes — Not The Next Campaign Cycle.
| Journey | Trigger | Intervention | Outcome |
|---|---|---|---|
| Funnel Campaign | E-mandate / Net Banking / KYC / BS Offer drop-off | Step-specific AI guidance | Onboarding / disbursal |
| Voucher Campaign | ABND / Paid Stuck / Organic Stuck | Cohort-specific voucher journey | Application completion |
One Real-Time Agent Across Multiple Lending Friction Points.
| Agent / Layer | Role |
|---|---|
| Voice Agent | Re-engages borrowers immediately after drop-off |
| Workflow / Routing | Receives API trigger and identifies journey |
| Decile Logic | Prioritises voucher cohorts |
| Auto-DND | Stops outreach after completion |
| Knowledge Layer | Handles supported customer questions |
Designed For Autonomous Recovery.
Human escalation: Not part of the documented deployment. Customer questions outside the supported flow were handled through the knowledge base rather than a human calling escalation layer.
| AI Handles | Human Teams |
|---|---|
| Drop-off recovery | Not part of documented deployment |
| Step guidance | Not part of documented deployment |
| KYC / e-mandate guidance | Not part of documented deployment |
| BS Offer guidance | Not part of documented deployment |
Capabilities Are Not Projected. They Are Measured.
86%
Connectivity on Unique Dialed
38.7%
Overall Onboarding Conversion
19.3%
Overall Disbursal Conversion
~5 min
Real-Time Engagement Trigger
From Funnel Recovery To Behaviour-Led Application Intelligence.
- Real-time drop-off triggers
- Funnel-stage cohorts
- Decile-based voucher prioritisation
- Step-specific recovery logic
- Completion-triggered DND
| Started With | Expanded Into |
|---|---|
| Funnel drop-off recovery | Voucher recovery |
| Core personal-loan funnel | ABND / Paid Stuck / Organic Stuck cohorts |
| Generic follow-up | Stage-specific intervention |
| Scheduled outreach | Real-time API-triggered recovery |
