Reshapes large-scale collection operations with AI and human collaboration

NEOKARYA, a business process outsourcing (BPO) company under Mega Group, manages collection operations for Megafinance’s MAF and MCF portfolios across Indonesia. As collection activities continued to grow in both scale and complexity, the company looked for a more efficient way to manage routine customer outreach while maintaining consistent communication throughout the repayment journey. Working with AI Rudder, NEOKARYA introduced AI-driven automation that now supports between 600,000 and 1 million customer records every month.

Keeping customers connected throughout the repayment journey

NEOKARYA helps organisations improve operational efficiency through digital solutions and managed business services. For Megafinance’s MAF and MCF portfolios, the company manages large-scale collection operations that require timely and consistent customer communication throughout the repayment journey.

Every month, hundreds of thousands of customer records require follow-up, while reminder activities generate millions of customer interactions. Customer data is refreshed regularly, outreach volumes continue to fluctuate, and maintaining consistent communication becomes increasingly challenging as operations grow.

Before automation, routine collection activities relied primarily on human agents supported by conventional dialer systems. Teams worked through customer records manually, and scaling operations largely meant adding more people. Maintaining contact rates at growing volumes required significant manual effort.

Growing operational demands made it increasingly difficult to rely on manual processes alone. NEOKARYA needed a different approach to support its growing collection operations.

Transforming collection operations through automation

As collection volumes continued to grow, NEOKARYA worked with AI Rudder to strengthen the collection services it delivers to its clients. The company introduced AI-powered automation across its core collection processes, creating a more scalable approach to customer outreach while maintaining consistent service delivery.

The transformation began with debt collection and payment reminders, where repetitive outreach became the first part of the service to be automated. This allowed NEOKARYA to handle increasing volumes more efficiently while maintaining a consistent experience for customers.

To support these services, NEOKARYA introduced Collection Voicebot, IVR Reminder, Collection LLM, and PDS Agent Collection. Integrated with the company’s existing collection platform and contact centre environment, the deployment brought AI-powered automation and live agent support together within a single workflow.

Building on this foundation, AI was introduced to additional collection scenarios, including refinancing campaigns. This allowed a broader range of customer interactions to be managed automatically while maintaining the same service standards across different engagement types.

Today, Collection Voicebot processes between 600,000 and 1 million customer records every month, while IVR Reminder delivers approximately 4 million automated reminder calls. The deployment also maintained an average reach rate of 18.31% over a recent three-month period.

Together, these improvements created a more scalable service model for NEOKARYA. Routine interactions are now managed through automation, allowing collection teams to dedicate more time to customers who require personalised support.

Scaling collection while keeping the human touch

The benefits of the transformation are reflected in both customer experience and service quality. Customers now receive payment reminders and collection calls in a more timely and consistent manner, helping NEOKARYA maintain regular engagement throughout the repayment journey.

Automation has also reshaped the way teams work behind the scenes. By reducing repetitive manual tasks, agents have more time to support customers who require direct assistance, while NEOKARYA can accommodate growing outreach volumes without relying solely on additional manual effort.

Building on this progress, NEOKARYA continues to expand the role of AI across its collection services. The company remains focused on delivering more natural customer conversations while maintaining the balance between automation and human expertise.

“Our long-standing partnership with AI Rudder has been built on trust, collaboration, and continuous support,” said Kurnia Elly Pristyadi, Director of PT Neo Karya International. “The AI Rudder team has consistently helped us achieve our goals through their innovative solutions, responsiveness, and commitment to our success, making them a reliable partner throughout our journey.”