Cross-Sell Specialist AI

INVOKED WHEN: a qualifying lifecycle event is detected, or the monthly cross-sell batch is due

• –Monitors qualifying lifecycle triggers for each active loan account: loan reaching the 50% repayment milestone (borrower has demonstrated sustained repayment discipline, may be eligible for a top-up), loan nearing maturity (borrower's upcoming liquidity needs make a new product timely), significant salary credit pattern increase, and business account credit growth for MSME borrowers.
• –Checks each triggered account against the product eligibility pre-qualification rules — confirming the borrower meets minimum criteria for the target product before outreach is sent. Outreach to a borrower who is unlikely to qualify wastes their attention and creates negative brand experience.
• –Checks the active consent record via the Consent Management Agent AI — only borrowers with active marketing consent are included. Borrowers without marketing consent are excluded regardless of trigger strength.

INVOKED WHEN: a customer has been triggered and the optimal product offer needs to be determined

• –Reads the customer's current loan profile, repayment history, account type, and product eligibility signals — and determines the best-matched product: a top-up for customers at the 50% repayment milestone with clean history, a working capital product for MSME borrowers showing business growth, or a home improvement loan for home loan borrowers with strong repayment records.
• –Computes a personalisation brief for the outreach — the specific product, the customer's relevant qualifying attribute, and the benefit framing most relevant to the customer's context.

INVOKED WHEN: product match is confirmed and outreach is ready to send

• –Selects the appropriate outreach template for the product and channel — WhatsApp for customers who respond well to WhatsApp, email for those who prefer email, in-app for customers active in the LendingIQ app — and personalises the template with the customer's name, the specific product, and the personalisation brief.
• –Outreach messages reference the customer's existing relationship with LendingIQ but do not quote the customer's specific credit data back to them, as quoting loan details in a marketing communication can create a disconcerting 'how do you know this' experience.
• –Where a customer responds with interest, routes them to the Account Executive AI with the full context so the Account Executive can begin the product conversation without the customer having to repeat their situation.