Helping Digital Borrowers Move From Credit Intent To Disbursal
Fibe is a digital lending business serving customers through personal loans and BNPL products.
As digital lending journeys became increasingly dependent on customers completing multiple online steps, stalled applications created a clear opportunity to recover existing borrower intent rather than acquire new demand.
Credit Approval Was Not The End Of The Journey.
Customers who had already demonstrated borrowing intent could still stall before disbursal because of unresolved documentation, KYC or checkout friction.
The challenge was to identify where progression stopped, understand why it stopped and intervene while the intent was still active.
| Journey Stage | Observed Friction |
|---|---|
| Bank Statement | Pending documentation |
| KYC | Selfie / verification failure |
Signal OS™ Identified The Friction Before The Borrower Disappeared.
Fibe’s deployment connected application-stage data with customer behaviour to identify stalled borrowers and determine the appropriate recovery intervention.
| Signal | What It Revealed |
|---|---|
| Journey Stage | Where the application stopped |
| Stall Reason | Why progression stopped |
| Application Type | Personal loan vs BNPL |
| Merchant Source | Which BNPL ecosystem the borrower came through |
| KYC / Document Status | What needed to be completed |
| Architecture Layer | Deployment Capability |
|---|---|
| Customer Signals | Application stage • Stall reason • KYC status • Document status |
| Decision Intelligence | Journey-stage prioritisation • Recovery eligibility |
| Journey Intelligence | APND completion • BNPL recovery |
| Execution Layer | AI Voice Agent • IVR |
| Human Intelligence | Live transfer to Fibe agents for complex cases |
From Stalled Application To Completed Disbursal.
The deployment orchestrated separate journeys based on the customer’s product and point of friction.
| Live Journey | Trigger | Intervention | Outcome |
|---|---|---|---|
| APND Completion | Credit limit assigned, journey incomplete | AI Voice guidance | Application completion / disbursal |
| BNPL Recovery | Application stalled | Merchant / stage-specific guidance | Checkout completion / transfer |
One Agent. Multiple Friction Points. Context-Specific Action.
The Voice Agent engages customers based on the exact point where their application stalled, rather than delivering a generic follow-up.
| Agent / Layer | Responsibility |
|---|---|
| Voice Agent | Re-engages stalled applicants |
| IVR | Supporting outreach |
| Workflow / Routing | Triggers recovery based on application state |
| Human Transfer | Escalates complex customer situations |
Automation Where The Journey Is Clear. Humans Where Context Matters.
Most recovery journeys were designed for autonomous execution. When the customer’s query moved beyond the agent’s supported context, the conversation could be transferred to Fibe’s team.
| AI Handles | Human Teams Handle |
|---|---|
| Application recovery | Complex queries |
| Step guidance | Exceptions |
| KYC / documentation guidance | Cases requiring human assistance |
| BNPL checkout guidance | Escalated completion |
Capabilities Are Not Projected. They Are Measured.
81%
Customer Connectivity
65%
KYC Completion
24%
BNPL Disbursal Conversion
Live
Deployment Status
From Personal Loan Recovery To Multi-Product Application Intelligence.
The deployment expanded beyond a single personal-loan recovery flow into multiple stalled-application cohorts across BNPL use cases
- Application-stall cohorts
- KYC / document friction patterns
- Merchant-specific BNPL cohorts
- Product-specific recovery logic
| Started With | Expanded Into |
|---|---|
| APND recovery | BNPL recovery |
| Personal loans | Merchant-specific BNPL cohorts |
| Application completion | Product-specific friction intelligence |
