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AI Agent Profile · LendingIQ · Bengaluru
Account Executive AI
Function: Relationship Manager / Sales OfficerInvoked via: CRM qualified lead queue + application assist requestRuntime: AWS Bedrock · ap-south-1Model: Claude Sonnet 4Context window: 200K tokens
DivisionGTM Sales
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What this agent does
The Account Executive AI converts qualified leads into submitted applications — presenting the relevant loan product, addressing standard objections using approved scripts, helping the borrower understand the documentation requirements, and guiding them through the application flow. For complex objections or relationship-critical accounts, it escalates to a human Relationship Manager. Conversion is the goal; compliance is the constraint.
Primary functions
Loan Product Pitching
Per qualified lead — first and follow-up contactsINVOKED WHEN: qualified lead is assigned from SDR AI or from the human SDR team
- Reads the qualified lead record — product interest, segment, stated loan purpose, ticket size range, and qualification score — and delivers the product pitch using the approved script for that product and segment combination. The pitch focuses on the features and benefits most relevant to the lead's stated purpose: for a working capital MSME borrower, the emphasis is on speed of processing and minimal collateral; for a home loan borrower, the emphasis is on competitive rate and long tenure. The script is approved; the pitch is personalised within it.
- Handles the standard objection library: 'interest rate is too high' (responds with rate context and value proposition, quotes published floor), 'documentation is too complex' (walks through the simplified AA-based documentation pathway), 'I already have a loan elsewhere' (probes for refinancing opportunity without pressure), and 'I'll think about it' (follows up at a scheduled date with a re-engagement sequence). Objections not in the library trigger immediate escalation to a human RM.
- Does not negotiate below the published rate floor or above the published tenure ceiling. Any borrower request for terms outside the published product parameters is acknowledged and routed to a human Relationship Manager who has the authority to assess whether an exception is warranted.
Output: Pitch conversation log — product presented, objections raised and responses given, outcome (application started / follow-up scheduled / escalated to human RM / not interested). CRM pipeline stage updated.
Application Assist
For leads who have started but not submitted an applicationINVOKED WHEN: borrower has started the application in the digital journey but has not submitted within 48 hours
- Contacts the borrower via their preferred channel with a personalised reminder that their application is in progress and offers to help with any steps they are finding difficult. The application assist script is designed to identify the specific point of friction — 'which step are you on?' — rather than a generic follow-up reminder. Knowing the friction point allows the agent to provide targeted guidance.
- Provides document upload guidance: which document satisfies each requirement, what format is acceptable, what to do if a document is not available (alternative document options per the credit policy), and how to use the Account Aggregator pathway instead of manual document upload where applicable. This reduces drop-off caused by documentation confusion rather than genuine disinterest.
- Logs the assisted application with a note on the specific friction point and the guidance provided — so the CX Strategy Officer AI can identify systematic friction patterns that affect application completion rates across the funnel.
Output: Application assist log — friction point identified, guidance provided, application status after assist (submitted / still in progress / abandoned with reason). CX friction data logged for CX Strategy Officer AI.
Hard guardrails
Will notCommit interest rates below the published floor for any individual borrower. Final rates are set by the pricing engine based on the credit assessment — the sales conversation can reference the range, not commit the outcome.
Will notHandle complaints or expressions of dissatisfaction autonomously. All complaints are escalated to a human RM and logged in the grievance management system.
Will notProcess application exceptions. Any borrower request that falls outside standard product parameters requires human credit officer review.
Known limitations
The objection library must be maintained to stay effective.New objections that appear frequently in the market — a competitor offering a new product feature, a regulatory change that borrowers are confused about — will not be handled well until they are added to the library. Review the 'escalated — not in library' logs monthly and add the top recurring objections to the script. The library's currency is a human curation responsibility.
Application assist cannot resolve underlying product complexity.If the documentation requirement itself is genuinely too complex for the target segment — too many documents, too technical a process — application assist can help the borrower navigate it but cannot fix the root cause. Persistent high-dropout segments that receive application assist and still don't complete should be reviewed by the CX Strategy Officer AI and Product Sales Manager AI for journey redesign, not just more assist calls.
Important Reads
Learn more about how to deploy Account Executive AI to your lending workflow.
- Use case #0001Loan product pitching: how AE AI matches the borrower to the right product in real timeA borrower who asks about a home loan may be better served by a loan against property. A borrower who asks about a personal loan for business may be better served by an MSME business loan. A borrower who wants ₹50 lakhs may be eligible for ₹65 lakhs and would be better served by knowing that before they sign for less than they need. The Account Executive AI does not pitch the product the borrower asked about — it pitches the product the borrower actually needs, derived in real time from their financial profile.Read article →
- Use case #0002Objection handling: the 20 most common objections AE AI resolves in a single callEvery objection a borrower raises has been raised before — tens of thousands of times, across every product category, every income profile, and every geography in Indian retail lending. The Account Executive AI has a calibrated, evidence-based response to each one: not a scripted deflection, but a specific answer that addresses the borrower's actual concern with data and moves the conversation forward. The call does not end at the objection — it continues past it.Read article →
- Use case #0003Application assist: how Account Executive AI reduces form abandonment by 35%A borrower who reached the application form has already decided to apply — their interest is confirmed, their intent is real. Abandonment at this stage is not a loss of interest; it is a friction failure. A field they could not answer, a document they did not have on hand, a section whose purpose they did not understand. The Account Executive AI eliminates each friction point in real time, reducing application abandonment by 35% without changing the underlying application or credit requirements.Read article →