Beyond Chatbots: How Nira Finance Built an End-to-End Agentic AI Crew for the Loan Lifecycle
See how Nira Finance automated 70% of operations—from L1 support and KYC to debt recovery—using an autonomous AI Agent Crew and RAG on WhatsApp.
Executive Summary: The Agentic Transformation
Nira Finance, a leading NBFC, didn't just automate support; they rebuilt their operational core. By deploying a crew of five specialized AI Agents via Peach AI, Nira moved beyond rigid automation to a flexible Digital Credit Team. This transformation spans the entire borrower journey—document collection, disbursal troubleshooting, L1 support, and Hinglish debt recovery—resulting in a 70% reduction in manual workload.
The NBFC Case Study: A Step-by-Step Revenue Playbook
1. The Foundation: Compliance-First WhatsApp Infrastructure
For an NBFC, security isn't optional. Nira bypassed Unofficial API workarounds and built on the Official Meta Cloud API via Peach AI.
Regulatory Alignment: Met RBI, SOC2, and ISO standards immediately.
Technical Stability: Avoided account bans associated with unofficial scripts, ensuring 24/7 uptime for the credit lifecycle.
2. Deploying the First AI Agent (L1 Support)
The initial stage of our digital transformation focused on automating high-volume, repetitive inquiries that previously bogged down human teams. By establishing a dedicated L1 Support AI Agent, we moved from reactive ticketing to proactive, instant resolution.
Solving the Brain Problem: RAG vs. Hallucinations
To manage financial data, the AI couldn't just be smart; it had to be accurate. Nira utilized Retrieval-Augmented Generation (RAG) to ground the AI in reality.
The Knowledge Base: Peach AI ingested Nira’s proprietary technical manuals and policy documents.
Handling Hallucination: Before answering, the AI retrieves the exact policy from the database, preventing it from making up interest rates or terms.
Rules for Human Handoff: The AI was programmed with strict guardrails—it would immediately escalate the chat to a human in the Shared Inbox if a message from the user is out of context or pre-defined such as (Medical Emergency or Legal Threat detected).
The NBFC did not build a monolithic system. They started with a narrow, high-impact pilot and iterated.
The Starting Point (L1 Support): They first deployed a Support AI Agent to handle routine FAQs using their knowledge base uploaded into Peach which uses Retrieval-Augmented Generation (RAG) to provide context to the AI and prevents hallucination.
Metrics Tracked: During this pilot, the Nira team monitored Productivity (manual workload reduction) and Response Accuracy.
3. Scaling to building a Crew of AI Agents
Once confidence was established, they expanded the use cases, moving from Answering Questions to Performing Actions.
Digital Employee (Built with Peach)
Revenue Goal
The Agentic Differentiator
The Debt Negotiator
Recover late EMI payments.
Uses casual Hinglish (e.g., Aap aaj payment kar paoge kya?) and offers limited-time penalty waivers.
The Compliance Guide
KYC Document Collection.
Intelligently schedules follow-ups based on user availability (e.g., Should I remind you tonight?).
The Support AI
Deflect routine inquiries
Uses RAG to explain loan rejections based on internal policy documents without hallucinations.
The Closer
2-Hour Disbursal
Troubleshoots E-mandate failures (Debit Card vs. Net Banking) and facilitates sanction letters in real-time
The Nurturer
Default Prevention
Adjusts tone based on borrower history—firmer for high-risk, supportive for reliable payers
4. Why Agentic Beats Workflow Builders
Traditional Flow Builders (like Wati or Interakt) rely on rigid scripts and branches; if a user deviates, the bot breaks.
Reasoning Loops: The AI interprets user intent, plans a response, and adjusts its strategy in real-time.
Multimodal Intelligence: The crew handles text, voice notes, and payment screenshots natively.
Zero Markup Pricing: By using a Pass-Through billing model, Nira eliminated the 20% hidden markups common in the industry.
5. The Peach Approach: Ownership Driven
Nira chose the Build-Operate-Manage (BOM) model over self-hosted tools to mitigate financial and compliance risks with Peach’s AI Engineer support.
Phase
What Peach Did
The Nira Benefit
BUILD
Forward Deployed Engineer (FDEs) co-created custom AI agents with business context from Nira’s team
Zero Implementation Risk. Launched in days.
OPERATE
Managed WhatsApp engagement.
99.9% Uptime. No server management.
MANAGE
Default Prevention
Predictable ROI. Optimized conversions over time with 0% Meta Markup.
6. Measurable Business Impact
70% Manual Workload Reduction: Human teams now only handle high-value escalations.-
Under 2-Hour Disbursal: Drastic speed increase from the previous multi-day cycle.
Higher Recovery Velocity: Automated Hinglish negotiation drove up EMI collection rates.-
Scalability: Managed unlimited concurrent conversations with zero increase in headcount.
Summary:
While traditional chatbots are like a recorded phone menu—rigid and frustrating—this NBFC Agent Crew functions like a smart office team. They remember customer history, understand natural language (Hinglish), and have the brains to actually process loans and payments directly in the chat.
