Classical bank headquarters with columns and security at the entrance

Industry / BFSI

Modernize financial operations with control built in.

Automate routine servicing while specialists handle claims, loans, collections and regulated cases – improving turnaround and cost without loosening control. Delivered from Ghana (GMT+0) for real-time coverage across the US, Europe and beyond.

Where operations start to strain

Response delay

Manual processes slow everything

Paper-heavy claims, loan and servicing steps drag out turnaround.

Cost pressure

Operating cost stays high

Labor-intensive back-office work keeps cost-to-serve elevated.

Compliance risk

Regulated work leaves no room for error

Every case must stay aligned with security and regulatory expectations.

Escalation load

Escalations pile up

Complex, judgment-heavy cases queue behind routine volume.

How eSAL changes the operating model

AI agents handle the volume across channels. Trained eSAL specialists own the exceptions, escalations and judgment calls. Governance measures every outcome.

Agentic AI at scale

AI agents reason, route and resolve across channels – handling volume, routine queries, lookups and CRM updates so operations scale without adding headcount.

  • Account & servicing FAQs
  • Application status checks
  • Routine document requests

Specialists on judgment and escalations

Trained eSAL specialists handle exceptions, escalations and high-value conversations – the moments where judgment, empathy and accountability decide the outcome.

  • Claims adjudication & exceptions
  • Loan & collections judgment
  • Regulated, sensitive cases

Governance measures outcomes

Every workflow is tracked on speed, quality, cost and compliance, so gains are proven and controlled – not assumed.

  • Turnaround-time tracking
  • QA & control checkpoints
  • Cost-to-serve

From request to controlled resolution

Pick a workflow to see how an eSAL specialist runs it end-to-end: trained people own the conversation and the outcome; AI handles the prep, lookups and wrap-up in the background.

  1. 01

    Customer submits a claim

    AI-resolved

    AI captures first notice of loss and the required documents.

  2. 02

    Claim is classified

    AI-routed

    Sorted by product, complexity and urgency.

  3. 03

    An adjuster reviews the case

    Human-reviewed

    Specialists handle adjudication and judgment calls.

  4. 04

    Compliance and QA checkpoints are applied

    Compliance-gated

    Regulatory and control requirements stay visible.

  5. 05

    Turnaround is measured

    Measured

    Cycle time, quality and cost are tracked.

Outcomes

Faster turnaroundAuditable controlMeasured quality

Built for BFSI operations

Claims support

Intake, status and routine handling that speed claims turnaround.

  • First-notice-of-loss intake
  • Document collection and status updates
  • Routing to adjusters and specialists

Loan workflows

Application support and servicing that move loans through faster.

  • Application intake and pre-checks
  • Document follow-ups and servicing
  • Disbursement and repayment queries

Account support

Everyday account and servicing questions handled at volume.

  • Balance, statement and card queries
  • Branch and channel navigation
  • Standing-order and beneficiary changes

Collections

Respectful, consistent collections support with the right human touch.

  • Risk-segmented early-stage outreach
  • Promise-to-pay capture and tracking
  • Late-stage recovery with empathy scripts

Compliance-led escalation

Regulated and sensitive cases routed through controlled, auditable paths.

  • Regulator-ready audit trails
  • Sensitive-case routing rules
  • Four-eyes review on edge cases

QA-controlled operations

Quality and control checkpoints applied across every workflow.

  • 95%+ sample-based quality scoring
  • Coaching loops on every miss
  • Process drift monitored monthly

Operating credibility, not just automation

Experience

20+ yrs

Twenty-plus years across regulated financial operations.

Quality

95%+ QA

Quality and control checkpoints on every workflow.

Scale

Multi-product

Support spanning claims, loans, servicing and collections.

Security and compliance built into the model

Financial regulators expect strict security and control across every workflow.

  • PCI-DSS logoPCI-DSS
  • SOC 2 logoSOC 2
  • ISO 27001 logoISO 27001
  • GDPR logoGDPR

Start with a focused pilot

Pick one high-volume workflow. Measure speed, quality, cost, and escalation performance over 1–3 months.

Start a 1–3 Month Pilot