Home Credit Philippines (HCPH), the country’s leading consumer finance company, continues to lead the way in digital transformation, strategically integrating artificial intelligence (AI) to improve customer experience. A key area of this innovation is the company’s collections process, where AI is driving smarter, more efficient, and customer-centric communication.
Smart technology for better customer support
Home Credit’s journey with AI in collections started during the challenging period of the pandemic. While implementing the Bayanihan Law provided essential financial relief, it also created complexities in ensuring clear and consistent communication about payment obligations. Recognizing the need for a more efficient and customer-focused approach, HCPH introduced AI into its collections process.
The development and deployment of an AI-powered VoiceBot system significantly enhanced HCPH’s ability to connect with customers. This technology allowed the company to deliver essential updates and crucial financial education in an efficient manner, ensuring borrowers received accurate and timely information. The VoiceBot became a valuable tool for handling routine inquiries and providing reminders, leading to smoother engagement and a more positive customer experience during a challenging period.
IN PHOTO: Rahul Sharma, Head of Collections Tech, AI, and Delivery at Home Credit Philippines leads the organization’s push for using AI to optimize processes and enhance its collection’s customer service.
Rahul Sharma, Head of Collections Tech, AI, and Delivery at HCPH, emphasizes, “Our customers are our priority, and we provide them with support that is both seamless and efficient. AI empowers us to strengthen our communication channels, ensuring accurate and timely information reaches our customers. As we continue to innovate, our goal is to enhance our digital capabilities and continue delivering more meaningful customer interactions.”
HCPH’s proactive adoption of AI reflects a broader trend within the Philippines, where a significant 75% of local businesses recognize AI’s transformative potential, as highlighted in PwC’s 2025 Global CEO Survey.
AI-POWERED CUSTOMER EXPERIENCE: Through the integration of AI in its collection’s customer service processes, Home Credit Philippines is able to automate routine customer interactions, allowing its credit advisors to focus on more complex customer concerns.
Making AI work: Simple innovations with big impact
At Home Credit, AI is more than a buzzword. It has become a driving force behind the customer service and collections functions, and other internal operations. Below are key strategies the company has applied AI to scale operations and strengthen engagement with millions of customers.
Smarter connections with AI VoiceBot. To address the need for timely, high-volume customer engagement,
HCPH deployed an AI VoiceBot capable of delivering personalized reminders for upcoming or missed payments. Built with Natural Language Processing (NLP), the VoiceBot mimics natural conversations and ensures that each interaction is purposeful and efficient. This automation reduces reliance on manual calls, especially during peak periods such as salary days and holidays, enabling the company to maintain high engagement levels without overwhelming human resources. The result is improved operational efficiency and enhanced customer responsiveness.
Empowering agents through SAGE. HCPH continues to strengthen its service quality with SAGE (Speech Analytics General Evaluation), a proprietary tool that monitors customer calls, transcribes conversations using OpenAI’s Whisper speech to text model, and evaluates interactions through GPT-4. By delivering, data-driven feedback on empathy, clarity, and problem-solving, SAGE serves as an ongoing coaching tool for agents. This leads to better agent performance, more consistent service delivery, and ultimately, stronger customer trust.
Proactive outreach with predictive AI models. Through its Machine learning Model powered Nano Strategies,
HCPH identifies behavioral signals that may indicate potential missed payments up to eight days in advance. This predictive capability allows the company to engage customers with timely interventions, such as reminders or support messages, reducing the likelihood of delinquency. Acting before issues arise allows the collections team to significantly minimize outbound calls, increase on-time payments, and optimize the use of contact center resources while maintaining a proactive and supportive approach to customer engagement.
Accelerating processes with document automation. AI has also streamlined back-office operations by automating the extraction of text from scanned documents such as invoices and identification proofs. This capability reduces manual intervention, shortens processing times, and lowers the risk of human error. For functions such as application reviews and financial reconciliations, this innovation enhances accuracy and speeds up decision-making, contributing to a smoother and more efficient customer service experience.
Boosting sales with AI-driven coaching. HCPH is piloting a solution that uses large language models (LLMs) to evaluate sales calls between agents and customers during cash loan offers. In addition to scoring conversations, the system identifies key factors that drive successful conversions and provides agents with guidance on how to improve their pitches based on measurable outcomes. This approach transforms raw conversation data into actionable insights, helping agents tailor their interactions to increase loan conversion rates.
Enhancing productivity across teams. Internally, AI supports productivity by enabling teams to work faster and smarter. Technology teams now leverage GitHub Copilot, an AI coding assistant, to write cleaner code and accelerate development, while various departments, especially analytics and leadership teams, utilize Microsoft Copilot to generate reports, synthesize data, and deliver real-time insights. These tools reduce time spent on routine tasks, enable leaders to make faster, data-backed decisions, and allow teams to focus on higher-value strategic initiatives.
Driving agility in marketing. The marketing team is embracing AI to accelerate campaign execution. Generative AI tools for image and content development enable HCPH to quickly produce visually compelling digital assets tailored to specific audiences. This approach shortens campaign lead times and supports more dynamic, personalized marketing strategies, ensuring greater relevance in today’s fast-paced digital environment.
HCPH remains dedicated to harnessing the power of AI to continuously improve customer experience and drive operational efficiency. The integration of advanced technologies is redefining the consumer finance landscape, ensuring seamless and accessible financial solutions for Filipinos. Embracing these innovations allows HCPH to stay ahead of the curve while reinforcing its mission to empower customers through smarter, more efficient services.
