Dvara KGFS Cuts Collections Headcount By Half Using Conversational Bots

The Common Question

How are companies using conversational bots effectively?

The Lesson in This Case

Dvara KGFS now handles the same outbound call volumes with half its previous headcount, after deploying conversational bots that initiate 80–90% of calls before routing complex interactions to human agents. The result came from a disciplined rollout – starting with roughly 10,000 test calls, measuring payment outcomes, and refining scripts before scaling – not from flipping a switch on new technology. Senior leaders evaluating their own AI spend should note that the NBFCs seeing real returns are the ones tying every use case to a measurable business outcome and building in human accountability before they scale, not after.

Originally reported by bfsi.economictimes.indiatimes.com. Read the full story here.