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Case StudyApril 2026

How Credgenic saved ₹2.4Cr/year with Verbalyze ASR

A full breakdown of the Credgenic BFSI deployment: 10K daily EMI collection calls, 47% AHT reduction, and RBI compliance.

Verbalyze Solutions Team5 min readCase Study

Customer: Credgenic

Credgenic is a mid-market NBFC based in Mumbai, processing 10,000+ EMI collection calls daily across Hindi, Marathi, and Gujarati-speaking customers.

The Problem

Pre-Verbalyze, Credgenic's contact centre agents were spending an average of 6.2 minutes per call — 4.1 minutes on manual data entry, call logging, and compliance documentation. Agents were also unable to handle the language diversity: 23% of calls involved code-switching between Hindi and Marathi.

The Verbalyze Deployment

We deployed:

  • ▸Real-time Hindi + Marathi ASR for live transcription
  • ▸Automatic PII redaction (account numbers, Aadhaar references)
  • ▸Disposition tagging via intent classification post-call
  • ▸NACH mandate status extraction directly from audio

    • Results

    MetricBeforeAfter
    Average Handle Time6.2 min3.3 min
    Manual logging time4.1 min0.4 min
    Calls handled/agent/day78136
    Compliance document time12 min2 min

    Annual cost saving: ₹2.4 Crore across 140 active agents, calculated on operational cost-per-minute basis. RBI audit compliance rate improved from 71% to 98.4%.

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