In an increasingly digital economy, efficiency and scale are no longer just advantages—they’re imperatives. For GoTo Financial, a leading fintech company in Southeast Asia, the challenge was clear: how to streamline debt collection while managing millions of customer interactions without ballooning costs.
By partnering with WIZ.AI and deploying its AI agent, GoTo Financial transformed its operations—scaling to 7 million monthly calls while cutting costs by 40%. The result? A leaner, faster, more intelligent debt recovery operation powered by the next generation of AI agents.
About GoTo Financial
As part of the GoTo Group—home to tech powerhouses Gojek and Tokopedia—GoTo Financial offers a robust ecosystem of digital financial services. From payments to business tools, the company empowers millions of individuals and enterprises across Southeast Asia to thrive in the digital economy.
GoTo Financial is committed to driving financial inclusion through innovation and technology. But like many fast-scaling enterprises, it faced operational inefficiencies that came with traditional debt collection processes—especially in the era of artificial intelligence-driven customer experiences.
The Challenge: High Costs, Low Efficiency in Manual Collection
Before adopting automation, GoTo Financial’s collections process relied heavily on human agents. This manual model limited both speed and precision—making it difficult to personalize outreach or adapt to different customer behaviors.
With no access to segmentation or AI-based behavioral insights, collections were generic and inefficient—hindering debt recovery and slowing down customer response.
The Solution: Scaling with AI Agent
To overcome these bottlenecks, GoTo Financial turned to WIZ.AI’s AI agent, a scalable, intelligent, and easy-to-integrate solution built to handle millions of interactions per month.
The deployment of WIZ.AI Talkbot, a cutting-edge AI-powered voice solution, enabled:
- 7 million calls per month managed with ease
- 40% reduction in operational costs
- Greater personalization through AI-driven customer segmentation
- More efficient use of human agents, who could now focus on high-priority tasks
Unlike basic automation, WIZ.AI’s solution incorporates Agentic AI design—meaning the AI bot operates with contextual awareness, dynamically adjusting its responses based on customer behavior and intent.
24/7 Reliability at Enterprise Scale
Infrastructure reliability was another critical win. With the Talkbot’s near-constant uptime, GoTo Financial ensured uninterrupted service for millions of customers.
“WIZ.AI’s performance is top-notch, providing nearly 24/7 uptime with an exceptionally minimal SLA response time, ensuring seamless and reliable operations.”
This operational stability allowed GoTo Financial’s teams to focus on innovation and scale—rather than worrying about system performance.
Looking Ahead: Omni-channel AI and Generative AI Opportunities
Building on the success of its AI bot implementation, GoTo Financial is now exploring additional use cases in Generative AI and omni-channel AI-powered engagement. Future initiatives will focus on expanding across messaging apps, email, and chat channels—adapting the same intelligent capabilities of the AI agent into every customer touchpoint.
These next-generation tools are designed to:
- Enhance personalization through Generative AI-driven scripts
- Optimize customer journeys using real-time behavior signals
- Meet customers where they are—on the channels they prefer
A Scalable Framework for the Future of Finance
GoTo Financial’s success story shows how enterprises can leverage artificial intelligence not just to reduce costs—but to scale intelligently, optimize processes, and enhance the customer experience.
By integrating WIZ.AI’s AI-powered voice solution, the company:
- Improved recovery efficiency across millions of calls
- Freed up teams to focus on higher-value strategic initiatives
- Set the stage for enterprise-wide AI agent adoption
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