Home Credit Philippines (HCPH), a consumer finance company, has adopted artificial intelligence (AI) to improve its collections process, boost employee productivity, and strengthen customer service.
The shift began during the pandemic when HCPH faced challenges communicating payment obligations after the implementation of the Bayanihan Law. To improve efficiency and clarity, the company introduced AI tools into its collections process.
One technology is an AI-powered VoiceBot that delivers reminders for payments and provides financial updates. The system uses natural language processing to make interactions sound more like natural conversations.
“AI empowers us to strengthen our communication channels, ensuring accurate and timely information reaches our customers,” said Rahul Sharma, head of collections tech, AI, and delivery at HCPH. “As we continue to innovate, our goal is to enhance our digital capabilities and continue delivering more meaningful customer interactions.”
The company also uses SAGE (Speech Analytics General Evaluation), a tool that transcribes customer calls and evaluates them using GPT-4. It tracks empathy, clarity, and problem-solving to guide agents and improve service quality.
HCPH developed predictive models to detect early signs of possible missed payments up to eight days in advance. This allows the company to reach out before issues arise, reducing the need for outbound calls and increasing on-time payments.
AI also automates document processing, such as extracting information from scanned invoices or ID proofs. This helps speed up back-office functions like application reviews and financial checks, reducing errors and delays.
Sales, development, and marketing also benefit
HCPH is testing a tool that uses large language models to review sales calls for loan offers. It scores the calls and gives tips to agents to help improve their approach and increase approval rates.
For internal productivity, teams use GitHub Copilot to write cleaner code faster. Other departments use Microsoft Copilot to prepare reports and summarize data, helping leaders make quicker decisions.
The marketing team uses generative AI tools to create campaign materials and images. This shortens lead times and helps deliver more personalized marketing efforts.
According to PwC’s 2025 Global CEO Survey, 75 percent of businesses in the Philippines recognize AI’s growing role in transforming operations. HCPH’s adoption of these tools reflects that trend while aiming to make its services more efficient and customer-friendly.
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