What RBI rules apply to AI calls for loan recovery?
The same conduct rules apply to an AI call as to a human recovery call: calls at reasonable hours, courteous language, no harassment or threats, correct identification of the lender and no pressure on third parties. Outpero's agents remind and record; recovery policy and legal action stay with the lender's compliance team.
AI does not change the rules
The Reserve Bank of India regulates banks and NBFCs and expects fair, non-coercive recovery practice. Its fair practices guidance and recovery-agent norms apply to whoever makes the call, a field executive, a call-centre agent or software. Using an AI voice agent does not move responsibility away from the regulated lender, so the lender's policy must define what the agent may say.
Conduct points lenders should build into the brief
- —Call only at reasonable hours. Many lenders use 8 am to 7 pm as the standard window, and bulk campaigns support calling windows.
- —Identify the lender and the purpose of the call at the start.
- —Use polite language. No abuse, no threats, no public shaming.
- —Call the borrower, not family, friends or employers, to pressure repayment.
- —Respect requests to stop or to call at another time, and log them.
- —Escalate disputes, hardship and legal matters to a person.
These are common reading of RBI conduct norms, not legal advice. Lenders should confirm exact requirements with compliance counsel, since rules differ for banks, NBFCs and digital lenders.
What Outpero's agent can do
| Stage | Agent role |
|---|---|
| Before due date | Reminder with the amount and date from your record |
| Just after due date | Polite follow-up, record the reason and promised date |
| Hardship or dispute | Log it, apologise, hand over to your team |
| Legal or settlement | Not handled by the agent |
Recordings as protection
Every call has a recording, full transcript, summary and sentiment in the dashboard. A lender can review tone and wording, spot complaints early and show exactly what was said if a borrower alleges harassment. DND screening applies to bulk campaigns, and the calling line is DLT-registered.
Keep the first campaign narrow: reminders only, a short script written by compliance and a small list of borrowers. Review the first 50 calls before widening.
Want to hear an AI voice agent handle this on a real call?
Follow-up questions
Can the AI agent threaten legal action to a defaulting borrower?
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It should not. Any mention of legal notices, repossession or settlement belongs with the lender's authorised staff. The agent's job is to remind, record the borrower's response and escalate. A script that avoids coercive language also protects the lender from complaints.