Case Study: Fusion Finance lifts promise-to-pay to 40% with Neowise by Decentro

Fusion Finance lifts promise-to-pay to 40% with Decentro

Fusion Finance, a microfinance lender serving rural women across India, faced significant challenges in scaling its collections and customer communication due to its dependency on a manual field agent and call center model. This approach was operationally expensive, difficult to standardize, and limited their ability to reach a diverse customer base in their local languages. To overcome these structural gaps, Fusion Finance partnered with Decentro and implemented its Neowise AI voice bot service, NeoBot.

Decentro's solution was a comprehensive AI voice bot system that automated every stage of the loan lifecycle, from welcome calls to settlement offers, in 12+ regional languages. This reserved human agent time for only the most complex negotiations. The results were substantial, with connectivity rates lifting to 85% and the promise-to-pay rate rising to 40%. The deployment also introduced automated outreach for previously missed processes, such as informing families of deceased borrowers about insurance coverage entitlements.

Fusion Finance