Creditas Transforms Indian Debt Collections with Deepgram
Creditas Transforms Indian Debt Collections and Scales Trust-Driven Recovery with Deepgram
Key Results at a Glance
100% Call Audit Automation: Every call across India’s vast regional diversity is transcribed and quality-audited in real time, eliminating common QA blind spots.
Engagement Boost: Creditas sees 2–3x higher engagement rates post-Deepgram, helping Indian customers feel heard, supported, and valued, setting a new bar for digital collections in India.
93% Compliance Risk Reduction: Advanced AI proactively flags compliance issues, vital in India’s regulated environment where each customer interaction is subject to close scrutiny.
27% Operational Efficiency Lift: Agents are freed to focus on complex, high-value cases, while automation seamlessly manages the routine, critical in Indian call centers handling high call volumes.
10% Revenue Uplift: AI models built on Deepgram transcripts predict payment intent and prioritize accounts, directly improving debt recovery efficiency for Indian lenders.
The Challenge: Transforming Collections While Safeguarding Trust
Creditas, a leading Indian digital collections company, operates in one of the most reputation-sensitive areas of financial services: digital debt collections. The stakes are high—recovering debt efficiently is critical, but every customer touchpoint risks damaging trust and brand perception. Historically, collections relied on manual, scripted agent calls and QA processes that monitored less than 10% of interactions. This left tens of thousands of gaps where compliance and quality failures could fester, creating significant regulatory and reputational risk The leadership at Creditas knew that to scale effectively, they had to move beyond impersonal, transactional calls and transform collections.
India’s financial regulations mandate strict data handling and auditability. Meanwhile, call center agents routinely engage in “code-mixed” conversations blending Hindi and English—a hallmark of the Indian customer experience that traditional QA misses entirely.
This complexity put a spotlight on the need for:
Real-time, multilingual support: Calls switching between Hindi and English on-the-fly.
In-region data compliance: Ensuring all data remains in-country, aligned with Indian privacy law.
Empathy and agility: Indian customers expect supportive, not transactional, engagement.
Traditional models posed several challenges:
Transactional, impersonal customer experiences undermined long-term loyalty and engagement.
Manual QA consumed hundreds of hours monthly but still missed critical compliance breaches.
Rigid workflows limited both operational agility and personalized support.
Creditas recognized that the only way forward was to seamlessly blend efficiency with empathy—transforming collections into a proactive, brand-positive experience through technology.
The Solution: Empowering Collections with Deepgram Speech AI
To reinvent their approach, Creditas leveraged Deepgram’s Nova speech-to-text models optimized for Finance, Phonecall, and multilingual (Hindi/English) collections through a self-hosted, in-region AWS deployment.This ensured the accuracy, privacy, and compliance required in India’s financial services market..
At the core is Deepgram’s ultra-low latency streaming API (<300ms), which enables natural, dynamic voicebot conversations alongside batch transcription for 100% call audit coverage.
Key solution highlights:
Real-Time and Batch Transcription: Sub-second streaming for voicebots and agent assist, paired with high-volume batch processing for post-call QA and compliance. Every interaction is fully auditable.
Advanced Speech Features: Keyword boosting for collections terms, number formatting for account IDs, and language detection across Hindi-English code-mix. Diarization and profanity filtering further enhance accuracy and compliance.
Self-Hosted in AWS Mumbai: To meet data residency and compliance laws, Deepgram is deployed inside Creditas’s in-region infrastructure, giving full control and auditability—no data leaves Indian servers.
100% Audit Coverage: Every call is accurately transcribed and auditable via the business transcription intelligence tool, providing unmatched visibility and peace of mind.
AI Integration: Deepgram transcripts funnel into proprietary LLMs for lead scoring and agent coaching. The platform also benchmarks voice outputs for accuracy and leverages fallback logic for challenging ASR events (dynamic language changes, barge-ins, noise).
This deeply integrated, flexible infrastructure turns call data into a strategic asset for operational intelligence and compliance strength.
Product Evaluation & Fit
When searching for a speech-to-text partner, Creditas benchmarked Deepgram against Google STT, AssemblyAI, and OpenAI Whisper—using real collections calls. Deepgram differentiated itself by offering:
Superior accuracy on noisy or poor-quality audio, a regulatory must-have for collections.
Sub-300ms streaming latency, ensuring natural conversation flow for AI agents.
In-region self-hosting, essential for data residency and privacy.
Dedicated, hands-on technical support for rapid deployment and scaling.
Creditas’ non-negotiables included: 100% audit coverage, real-time transcription, high accuracy under challenging conditions, and total data control.
Outcomes and Impact: Business Transformation at Scale
Adopting Deepgram unlocked transformative results for Creditas:
Automated Compliance at Scale: Risk management shifted from reactive to proactive. Every interaction is monitored, leading to a 93% reduction in compliance risk, significantly reducing regulatory exposure and ensuring brand protection.
Productivity Surge: Agents handle more complex cases while bots resolve repetitive interactions, driving a 27% efficiency gain across the team.
Revenue and Collection Uplift: AI-driven account scoring, powered by Deepgram transcripts, produced a 10% increase in recovery rates and smarter workforce deployment.
Enhanced Employee Experience: Staff call Deepgram a “force multiplier”—with repetitive, compliance-heavy QA automated, morale and productivity have risen while anxiety around errors has dropped.
Creditas customers report that collections now feel supportive and friction-free, with 2–3x higher engagement rates, further strengthening Creditas’s reputation as an industry innovator.
Looking Ahead
Creditas is continuing to build on its Deepgram foundation, with plans to continue developing even more sophisticated AI agents that can guide customers through complex, personalized resolution journeys from start to finish.
Advice from Creditas
For other leaders in financial services, the team at Creditas recommends you:
Benchmark any ASR provider on your own real-world call data.
Prioritize solutions that offer in-region hosting for data residency.
Use transcripts as the foundation for both QA and agent coaching.
Connect every voice AI initiative to a clear business outcome, like risk reduction or revenue uplift.
Deepgram will remain central to Creditas’s mission: making debt recovery efficient, compliant, and inherently customer-first.
