Agentic Solution for Personal Loan Origination

We have set up an Agentic AI–driven solution to automate and streamline the unsecured Personal Loan Origination process for Indian banks and financial institutions, enabling a faster, more efficient and seamless customer journey. It is purpose-built to automate and orchestrate end-to-end financial workflows through intelligent, conversational experiences. The Solution includes:

  • Interacting with customers (borrowers) to collect personal, loan-related, employment and income related information conversationally

  • Validating customer data and performing pre-qualification checks via system integrations

  • Presenting pre-qualified offers to customers

  • Collecting and verifying required documentation for final approval

  • Handing over the application to the bank / financial institution for underwriting and approval

Fig. A snapshot of how the Agentic Solution for Personal Loan Origination works.

The solution is designed to handle real-world complexity which includes validations, fallbacks, interruptions and handoffs, thus maintaining a seamless customer experience. Another advantage of this solution is that it is built on a deeply-integrated, multimodal architecture. Its capabilities include:

  • Multiple autonomous AI agents automating the complete loan application journey

  • A conversational agent guiding customers, answering queries using the bank’s knowledge base

  • Integrations with CRMs such as Zendesk where a ticket is created containing customer’s information and documentation collected during loan application journey and handing it over to the underwriter (for recommended/ escalated cases) and to quality auditor (for rejected/ abandoned cases)

Note : In addition to our agentic solutions, we also deliver actionable insights on business, operational and product metrics tailored to each solution.

In the default set-up, the Agentic Solution for Personal Loan Origination consists of five agents:

  • Intent Detection Agent

  • AI Pre-Qualification Agent

  • AI Pre-Qualified Offer Agent

  • Documentation Agent

  • AI Customer Service Agent (works in the background)

Of these 3 core agents (AI Pre-Qualification Agent, AI Pre-Qualified Offer Agent, Documentation Agent) perform specific actions and work in the backend to streamline the loan origination process and the AI Customer Service Agent is the conversational layer for the end customer. It also responds to any incoming customer queries from the knowledge base it is trained on. The intent detection agent, also known as the orchestration layer of the solution, is used to detect a customer's intent and route the customer’s query to the desired AI agent.

Fig. A snapshot of the five agents available in Agentic Solution for Personal Loan Origination .

Each agent is introduced in the following sections. For detailed information on how each agent interacts with the customers, please refer to Agentic Solution for Personal Loan Origination for Customers.

Intent Detection Agent

The Intent Detection Agent identifies the customer's intent. If the customer needs a personal loan, then it invokes the AI Pre-Qualification Agent. Similarly, if the customer’s intent is detected as simply asking a query, it is responsible to route it to the AI Customer Service Agent.

AI Pre-Qualification Agent

The AI Pre-Qualification Agent engages users with questions about personal information, KYC, loan needs, employment and income information to determine loan eligibility. This agent replicates the persona of a Sales Officer and Credit Analyst and it:

  • Instructs the AI Customer Service Agent to collect customer’s (or borrower’s) personal, employer, income and KYC details

  • Verify a prospect's email ID through email verification and mobile number through OTP verification

  • Validate a prospect's Aadhar and PAN numbers through core system APIs

  • Validate the loan amount, liability-to-income, borrower’s age and monthly income. If any of these criterias are not met, the AI Pre-Qualification Agent can close the application with “Rejected” status. The criteria are configurable

  • Instruct AI Customer Service Agent to take consent from the borrower to pull their CIBIL score

  • Fetch the CIBIL report of a customer by calling credit bureau APIs

AI Pre-Qualified Offer Agent

The AI Pre-Qualified Offer Agent computes the personalized pre-qualified loan offers instantly. If approved, the AI agent will display pre-qualified loan amount, tentative ROI (or APR) and tenure, and estimated EMI and processing fees. This agent works as a Credit Analyst or a Credit Manager. It can:

  • Calculate the customer’s pre-qualified loan offer

  • Direct AI Customer Service Agent to communicate the loan terms with the customer

Documentation Agent

The Documentation Agent collects and validates digital documents required for loan application processing, such as proof of identity, proof of address, and proof of income. This agent works as an Operations Executive. It can:

  • Request the AI Customer Service Agent to collect KYC (Address proof, Identity proof) & documents, such as the prospect's salary slip and bank statement

  • Verify documentation and flag any anomalies

AI Customer Service Agent

AI Customer Service Agent is responsible for the conversation with the customer.. It also provides instant, accurate responses to customer queries using the knowledge base. It works as a Customer Relationship Executive. It can:

  • Be the customer-facing agent responsible that communicates with the customer

  • Response to customer queries from knowledge base

  • Include a human (bank's employee) into the loop when required

  • Create and update a ticket with loan application information and hand it over to the underwriter or a quality auditor

The exact number of agents can change depending upon your requirements.

The advantages provided by an Agentic Solution for Personal Loan Origination to a bank or a financial institution are many.

Advantages: Secure, Scalable, and Compliant

The Agentic Solution can be used by:

  • Customers: The Agentic Solution for Personal Loan Origination provides instant, conversational, and always-on digital experiences.

  • Banks and Financial Institutions: The Agentic Solution reduces operational costs, delivers great customer experience, meets stricter regulatory requirements, and scales efficiently across products and geographies

The Agentic Solution has been designed to be secure, scalable, and compliant. It

  • Can be deployed securely on-premises deployments to address data sovereignty concerns.

  • Uses advanced techniques to handle latency for thousands of concurrent users, and cost optimization through strategic model selection, semantic caching and efficient prompt engineering.

Differences from Traditional Chatbots

Traditional chatbots and rule-based automation are no longer sufficient to handle complex financial journeys such as personal loan origination that demand context, compliance and human-like decision-making, without any room for errors.

We are designing our agentic AI solutions in a way that they are capable of autonomous decision-making, dynamic workflow orchestration and intelligent handoffs, representing the next evolution in financial services automation. The Agentic AI solutions are designed to be ROI-driven and goal-oriented.

Set up an Agentic Solution for Personal Loan Origination

The Agentic AI solution for Personal Loan Origination can be deployed on-prem and using SearchUnify’s Cloud. The solution can be configured based on the SOPs followed by the bank or financial institution.

Along with the agentic AI solution, we also set up an analytics engine. The dashboards contain core business metrics related to the bank’s loan book (loan applications processed, loan amount approved, etc.), metrics related to AI efficiency and accuracy, AI agent and human agent performance, TAT, customer engagement and feedback. We also support creating custom metrics for deeper insights.