How TBC Group Scaled Debt Recovery and Card Sales With Acclaim’s AI CX Platform

At a glance

• TBC Group needed to scale collections, sales, and customer outreach without rapidly expanding call-center headcount.
• Acclaim deployed goal-oriented AI voice agents for regulated financial workflows in weeks, not months.
• The rollout began with early-stage debt recovery and expanded into credit card sales and proactive customer engagement.
• Acclaim helped TBC increase conversational capacity, maintain oversight, and support multilingual, compliance-ready operations.

TBC Group, like many fast-growing digital banks, faced a difficult scaling problem

As a bank’s customer acquisitions rise, outbound communications expand even faster. Collections reminders, card offers, payment outreach, and service conversations multiply rapidly. In regulated financial environments, those interactions must also meet strict requirements for compliance, auditability, data protection, and customer treatment—constraints that make rapid expansion of traditional call-center teams both costly and operationally risky.

TBC Group chose Acclaim to help meet this challenge because our AI CX platform was designed specifically for regulated financial operations, and could be deployed in just weeks, not months. The deployment started with early-stage debt recovery outreach, but later expanded into credit card sales and proactive customer engagement.

By using Acclaim to automate routine outreach while maintaining compliance-ready oversight, the bank was able to dramatically increase conversational capacity and operational reach—without the cost, hiring burden, and complexity of scaling large call-center teams.

Challenge: Scaling customer outreach without scaling headcount

In 2023, TBC Group anticipated that the rapid expansion of its loan portfolio would place growing pressure on its debt collection operations and began proactively planning for it. Digital banking platforms are designed to grow rapidly, but operational infrastructure often lags behind customer acquisition.

As thousands or millions of customers join a platform, the volume of required customer conversations increases dramatically. Banks must manage:

• Payment reminders and delinquency outreach
• Credit card sales campaigns
• Account activation assistance
• Routine customer service interactions

In most organizations, the only way to scale these operations is by expanding call-center staffing. Hiring, training, and managing large teams of agents becomes expensive and operationally complex.

For TBC Group, rapid customer growth increased both service demand and the need for proactive engagement campaigns. Without automation, maintaining effective outreach would have required it to greatly expand its call center organization.

Solution: Goal-oriented AI voice agents

To support growth while maintaining operational efficiency, the bank gradually deployed Acclaim’s AI agents powered by GOAL (Goal-Oriented Agent Logic) across key workflows to conduct structured financial conversations with customers.

Phase 1: Collections outreach

First deployment targeted early-stage debt recovery. AI voice agents contacted customers with overdue balances, discussed payment options, and guided customers toward repayment actions.

Phase 2: Sales and product promotion

After demonstrating success in collections outreach, the bank expanded the system into proactive sales campaigns, allowing AI agents to contact customers with credit card offers and other financial products; when TBC Uzbekistan launched its flagship TBC Salom credit card, it issued more than one million cards in the first year of rollout.

Phase 3: High-volume customer engagement

The system now supports large-scale outreach campaigns with thousands of concurrent AI calls, enabling the bank to maintain consistent engagement across its growing customer base.

Crucially, this architecture now enables TBC to roll out new AI agents for other operations much faster than their initial deployment.

Multilingual Voice AI for diverse customer bases

The TBC Group deployment didn’t just automate collection. It introduced a new standard for how AI Agents can operate in regulated, multilingual markets. Several proprietary features made Acclaim’s agents uniquely effective:

Market-Leading Bilingual Speech Technology

TBC’s AI agents leveraged the most advanced Uzbek speech tech available, capable of handling natural conversation in both Uzbek and Russian using the same voice persona and tonal consistency.

• Dynamic Tone Modulation: AI agents were trained to adapt their delivery in real time — shifting from empathetic to firm tones within a single call — increasing persuasion without provoking escalation, a rare capability in debt collection bots.
• Human-Crafted Scenarios, AI-Driven Execution: Conversational flows were built on the hard-earned operational experience of TBC Group’s own collection team. These scenario designs covered a wide range of customer profiles and behaviors, making the system highly resilient to edge cases while maintaining a natural, customer-centric tone.
• Local Compliance and Scalable Deployment: Specifically designed to meet Uzbekistan’s strict data sovereignty requirements, Acclaim was deployed fully on-premises, running on local GPU infrastructure.

Results

The results from deploying Acclaim for TBC Group have been, in a word, stunning.

Bank aLeadership expects up to 90% of routine operational outreach (including collections and sales engagement) to be automated while maintaining oversight and governance.

How Acclaim AI CX drove success, control & compliance

By blending natural conversational AI with enterprise oversight and auditability, Acclaim helped TBC Uzbekistan scale customer engagement while maintaining compliance, control, and trust.

AI agents increase operational scale, reduce cost, and improve early-stage recovery performance without expanding collections headcount.

Discover how Acclaim helps banks automate revenue-driving and service conversations.