How mPokket Built a Scalable Voice- Led Lending Engine with Verloop

Scaling Credit for Emerging India

mPokket is a digital-first fintech platform focused on providing instant, short-term credit and lending solutions to underserved and emerging user segments in India. Our users primarily include fresher/interns, self-employed professionals, and salaried individuals majorly across Tier 2 and Tier 3 cities, with a strong emphasis on mobile-led experiences and rapid access to credit. As the user base expanded rapidly, so did outbound engagement needs. Voice was critical to lending performance — but manual outreach had limits:

• Managing very large outbound call volumes
• Scaling agent-led calling without increasing costs or compromising quality
• Rising costs
• Need for vernacular-first communication

The challenge wasn’t just automation. It was scaling voice engagement without losing conversion quality.

From Campaign Tool to Lending Infrastructure

mPokket chose Verloop for a scalable, configurable Voice AI platform that could support multiple lending use cases.

 Multiple use cases were taken live within a short span of time, enabling rapid scale across the lending lifecycle.

• Credit eligibility utilisation for repeat borrowers
• First-time borrowers
• Active loan closure reminders
• Evergreening re-engagement
• Pending VKYC completion
• Autopay enablement

This wasn’t a single automation experiment. It was structured deployment across growth, activation, and onboarding flows.

The Conversion Journey: From Interaction to Conversion

The most telling insight came from how consistently users moved from interaction to conversion.

• 55% of answered calls led to continued interaction with Voice AI, peaking at 60%
• 36% of users showed clear borrowing intent during Voice AI interactions
• Conversion rates stayed above 10% across months, peaking at 19%
• Users who answered calls converted significantly higher than those who did not (10%+ vs 0–1%)

This indicates that Voice AI was effective not just in reaching users, but also in driving meaningful engagement and outcomes. Voice AI did more than increase reach — it consistently filtered and converted high-intent users. Instead of unpredictable campaign spikes, mPokket achieved sustained double-digit loan uptake conversion performance from connected users.

Acceleration Phase

Voice AI performance accelerated significantly:

• 4× quarter-on-quarter growth in disbursals
• Sustaining high double-digit conversion performance, with peaks at 19%

mPokket disbursed ₹328+ Cr. Importantly, this growth coincided with expanded Voice AI coverage across multiple workflows.

Verloop’s Voice AI has become an important part of mPokket’s customer engagement and growth strategy. The platform has enabled us to scale voice out reach across multiple lending use cases, maintaining very healthy conversion rates that consistently hover about 10%, peaking at 19%. It has helped us improve engagement quality, with more than half of the connected users actively engaging with the calls. The ability to continuously refine engagement strategies using post call insights has been exceptionally useful for us to make continuous improvements.

– Satish Roy, Chief Of Customer Experience

Vernacular-First Execution

With 70% of interactions conducted in Hindi, vernacular engagement was central to performance. For Tier 2 and Tier 3 markets, comprehension drives response. Voice AI allowed mPokket to communicate naturally, improving comfort and downstream action. Vernacular wasn’t an add-on — it was a performance lever.

What’s Next: Deeper Personalization & Expansion

Voice AI is becoming a core pillar of mPokket’s customer engagement and growth strategy. The next phase includes:

• More personalised credit offers based on user behaviour, prior borrowing patterns, and credit history Smarter targeting of repeat borrowers based on eligibility utilisation trends
• Context-aware nudges across repayment and reactivation journeys
• Expanded vernacular engagement to further improve response quality
• Continued optimisation of high-performing workflows to sustain double-digit conversion performance

As mPokket continues to scale, Voice AI is evolving from campaign automation into a long-term engagement infrastructure designed to make every interaction more relevant, timely, and outcome driven while supporting responsible, measurable growth.