Lokta Delight
Resolve borrower queries in minutes, not hours.
AI-powered loan servicing that cuts costs, ensures compliance, and delights borrowers — purpose-built for lending.
<30 Seconds
AI first response
60%
lower servicing cost
1 screen
full borrower context
The Challenge
Borrower questions are simple. Resolving them isn't.
15 mins
per routine query
3 systems
1 answer
that should take seconds
ML
Your Lending App
online
"Bhai mera EMI bounce ho gaya — kya hua, please check."
10:42 AM
Your agent has to:
→ Open helpdesk, find loan ID
→ Switch to LMS, check bounce status
→ Verify mandate in partner portal
→ Return to ticket, type reply manually
A simple message. Four critical signals.
Urgency
High — EMI bounce, immediate financial stress
Sentiment
Frustrated but trusting — "please check" signals hope
Context
EMI bounce → needs mandate status, bank response, next steps
Language
Hindi-English mix — generic NLP would miss the intent entirely
Why This Matters
The cost isn't just operational. It's strategic.
Slow servicing doesn't just frustrate borrowers — it compounds across your entire business.
CFO
Margins are shrinking. Servicing costs shouldn't grow linearly.
Every repeat contact has a direct cost. At scale, manual servicing eats into margins that lending businesses can't afford to lose — especially with tightening NIMs and rising competition.
HEAD OF OPS
Agent attrition starts with repetitive, frustrating work.
When 70% of an agent's day is data lookup across 3 systems, you're not just losing efficiency — you're losing people. High attrition means constant retraining and inconsistent service quality.
COMPLIANCE
Slow responses aren't just a CX problem — they're regulatory risk.
RBI's increasing scrutiny on borrower grievance handling means every unresolved query is a potential complaint escalation — with audit trail gaps that regulators will notice.
BORROWER
Trust is built in moments of stress — not marketing.
When an EMI bounces and the borrower doesn't get a clear answer quickly, they don't blame the system — they blame you. Fast, accurate resolution is how you earn loyalty.
The Cost of Inaction
Every unresolved query costs you — in trust, in time, in repeat calls.
Lending borrowers don't call to chat. They call because an EMI bounced, a mandate failed, or a foreclosure notice doesn't make sense. When your servicing team can't resolve it fast, here's what it costs you:
60%
REPEAT CONTACTS
Repeat contacts
Borrowers call back, email again, visit the branch. Each touchpoint costs you and erodes trust. Most of these are data lookups your system should answer instantly.
30%
Slow resolution
Bounce clarifications, charge disputes, KYC corrections sit in queues while borrowers grow frustrated. Every day of delay increases complaint escalation risk.
10%
Misplaced effort
Hardship cases and vulnerable borrowers need human empathy — but your agents spend 70% of their time on data retrieval instead. The cases that need care don't get it.
Lokta Delight eliminates the 60% that shouldn’t need a human — so your team can focus on the 40% that does.
What Lokta Delight Does
Purpose-built for lending. Not adapted from SaaS.
AI Copilot for Servicing
AI drafts replies grounded in borrower data. Agents review and send — or automate for high-confidence cases.
Confidence-Based Automation
Confidence thresholds decide when to auto-reply, draft for review, or escalate. Your team stays in control.
AI Insight Dashboard
A real-time cockpit for loan servicing. Portfolio health, agent performance, resolution trends, and risk signals — all in one view, built for teams running mission-critical operations.
Knowledge Grounding
Responses grounded in your FAQs, SOPs, and policy documents. Anti-hallucination guardrails keep every reply accurate.
Why Not Generic?
Your helpdesk doesn't speak lending. Your borrowers notice.
Blind to borrower context
Freshdesk shows the conversation thread. Lokta shows the repayment schedule, NACH mandate status, overdue history, and complaint trail — everything your agent needs in one view.
Can't tell a foreclosure from a password reset
Generic tools route on keywords. Lokta understands lending intent — foreclosure, part-payment, NACH re-mandate — even in mixed-language messages. Right query, right agent, first time.
Compliance as an afterthought
Every servicing reply carries RBI compliance and audit implications. Lokta bakes it in — explainable decisions, full audit trails, regulator-ready from day one.
Security & Compliance
RBI-ready compliance. Built in, not bolted on.
Every AI interaction is logged, reviewable, and explainable — designed for RBI-regulated servicing environments.
Audit Trail by Default
Every interaction captures agent identifiers, confidence scores, tools invoked, and compliance metadata — ready for RBI audit at any time.
PII Protection & Guardrails
Borrower data scoping, PII masking, hallucination checks, and tool-grounding verification — applied to every interaction.
Operational Compliance
RBI complaint detection, SLA-driven escalation logic, and regulatory response handling built into the workflow — not scattered across tools and spreadsheets.
Business Value
What Delight delivers in the first 90 days.
40%
FASTER RESOLUTION
60%
COST REDUCTION
3x
AGENT PRODUCTIVITY
100%
AUDIT COVERAGE
Before vs. after Lokta Delight
Metric
Today
With Lokta Delight
Systems per resolution
2–3 tools
1 unified screen
Time to first response
Hours
Minutes
Routine ticket handling
Fully manual
Limited by lookup time
Higher throughput
Compliance evidence
Manual assembly
Built into workflow
Every metric above can be measured during a 30-day pilot.
Integration
Works with Lokta LMS. Or any lending system you already use.
Our lending ontology layer normalizes data from any LMS, core banking, or data warehouse into one servicing context — so agents and AI always work from the same picture. MCP support coming soon.
LMS / Core Banking
Connect your loan management system as the primary data source for borrower and loan context.
Data Warehouse
Pull enriched borrower data, payment history, and portfolio signals from your DWH.
Payment Infrastructure
NACH, UPI, payment gateways — mapped to loan state transitions and bounce handling.
Document Systems
Generate and retrieve statements, NOCs, and servicing documents on demand.
Borrower Channels
WhatsApp, email, phone, and borrower portal — all feeding into one unified inbox.
Source Agnostic by Design
Lokta's ontology layer maps any lending system's data model. Your LMS stays your source of truth — Delight becomes the intelligent servicing layer.
Rollout
Start safely. Expand with confidence.
This staged rollout helps teams build trust before increasing automation.
Month 1 — Shadow
Delight observes conversations, classifies tickets, and learns workflows in the background. Your team gets visibility with zero operational risk.
Month 2 — Copilot
AI begins drafting borrower responses using real loan context and knowledge grounding. Agents review and send.
Month 3 — Selective Automation
High-confidence cases can be automated while complex, sensitive, or judgment-heavy cases remain with human agents.
Loan servicing should not depend on tab-switching and manual follow-ups.
A faster, safer, and more scalable way to serve borrowers — with AI built for lending.
