Mid Bucket Agent AI

Invoked when: account appears on the Collections Head AI's daily work-list for mid-bucket contact

• –Phase 1 (DPD 31–45): firm, non-threatening payment reminders citing outstanding amount, days overdue, accruing late charges, and the path to regularisation. Tone is matter-of-fact and consequence-informing — not alarming. Appropriate for borrowers who may have overlooked or deferred a payment and need a clear statement of what is owed and when.
• –Phase 2 (DPD 46–70): consequence-escalating messages referencing credit bureau delinquency reporting already in effect, accumulating recovery charges per the loan agreement, and the serious risk of legal recovery action if the account is not regularised. Tone is firm and urgent — the borrower needs to understand that the situation has become materially worse since DPD 30.
• –Phase 3 (DPD 71–90): final pre-legal notices stating that the account will be referred for legal recovery proceedings within a specified window absent payment or a restructuring arrangement. These messages are the regulatory and legal gateway to the Hard Bucket — their language is reviewed by legal counsel, not just the compliance team.
• –Checks CBS payment status in real time before every contact attempt — no contact is made on an account where payment has been received in the current day's CBS update. Checks the CRM for any open human officer case on the account — automated contact is suspended for any account where a human officer is in active contact.

Invoked when: borrower responds to any contact attempt

• –Classifies every response against a hardship taxonomy: direct declarations (job loss, medical emergency, business failure), distress signals (expressions of inability to pay or requests for help), dispute signals (contesting the debt or charges), and payment intent signals (PTP commitments). Each classification has a distinct routing: payment intent to PTP capture; hardship and distress — automated sequence stops immediately, human officer contacted same working day.
• –When hardship is detected, packages the account brief for the human officer: DPD, outstanding amount, payment history since origination, all prior contact attempts, borrower's stated hardship reason, and the available restructuring options under the credit policy for this product type. The human officer does not receive a cold handover — they receive a prepared brief so their first contact with the borrower is substantive.
• –Does not assess whether a stated hardship is genuine — that requires a human conversation. The agent classifies what the borrower said and routes it. The human officer's assessment determines whether restructuring is appropriate or the account progresses to the hard bucket.

Invoked when: hardship confirmed by human officer, or account DPD and exposure meets the restructuring referral policy threshold

• –Packages the restructuring referral file: full payment and contact history, hardship reason documented by the human officer, and the policy options available — EMI reduction via tenure extension, moratorium, partial payment arrangement — formatted for the credit officer who will assess the application. The agent does not propose specific terms; it presents the policy menu.
• –Creates the CRM restructuring case with all required data fields populated, reducing data entry burden and ensuring the file is complete before reaching the credit team. The credit officer validates, proposes terms, and obtains borrower agreement — all human-led steps. The agent's role ends when the referral file is created.
• –Monitors the case outcome: if restructuring is approved, the account exits the mid-bucket contact queue. If declined, the account re-enters the mid-bucket sequence at the appropriate DPD step or transfers to the hard-bucket agent depending on the DPD at that point.