How GoTo Financial Achieved 7 Million Monthly Calls and 40% Cost Reduction with AI Agents

About GoTo Financial

GoTo Financial is a leading digital ecosystem in Southeast Asia, providing a comprehensive range of financial services that empower individuals, businesses, and entrepreneurs to thrive in the digital economy.
 
As part of the GoTo Group, which also includes Gojek and Tokopedia, GoTo Financial offers innovative solutions across payments, financial management, and business tools, designed to enhance convenience, security, and financial inclusion.
 
With a strong commitment to driving economic growth and creating positive social impact, GoTo Financial continues to redefine the financial landscape, making digital finance accessible to all.
 
This case study will dive deep into the benefits and operational success of GoToFinancial’s debt collection process since implementing WIZ.AI’s industry-leading Talkbot solution.

Challenges in Debt Collection

In the debt collection industry, one of the most pressing challenges is the high cost and inefficiency of manual processes. Human agents, while valuable for complex cases, often struggle with the sheer volume of calls required to reach a diverse customer base.
 
This results in high labor costs, low penetration rates, and limited scalability. Moreover, without automated segmentation, it is difficult to tailor communication strategies to different customer profiles, leading to generic, less effective outreach efforts. These inefficiencies make it harder to recover debts quickly and can significantly impact a company’s bottom line.
 
Before adopting automated solutions, GoTo Financial relied heavily on human agents to conduct debt collection calls. This manual approach presented significant challenges, as it was difficult to segment customer reminder journeys based on different profiles and needs.
 
Additionally, the limited efficiency of human-driven outreach meant that customer penetration was not optimal, resulting in time-consuming processes and resource inefficiencies. The lack of segmentation also affected the ability to tailor communications to specific customer behaviors, further complicating the debt recovery process.

Strategic Implementation of AI Agents

GoTo Financial sought a solution to improve operational efficiency and manage the increasing volume of customer interactions without raising operational costs. To address these challenges, the company explored AI-based alternatives to streamline processes and enhance customer engagement.
 
WIZ.AI Talkbot was selected for its ability to integrate seamlessly into existing workflows, providing the scalability, flexibility, and stability needed to support GoTo Financial’s long-term business objectives.
 
By automating a significant portion of customer interactions, the company was able to reduce operational costs by 40% while maintaining the same level of output as their desk agents. With WIZ.AI Talkbot, they were able to scale up to 7 million calls per month, meeting customer needs more efficiently, meeting their business goals in driving efficiency and operational success.

Support For Continued Growth

“WIZ.AI’s performance is top-notch, providing nearly 24/7 uptime with an exceptionally minimal SLA response time, ensuring seamless and reliable operations.”
Customer service executives at GoTo Financial have highlighted the reliability and operational stability of WIZ.AI as a critical factor in supporting the company’s continued growth. 24/7 reliability has been instrumental in maintaining high levels of customer engagement while scaling operations to handle increasing volumes.
 
Executives have also noted that this infrastructure stability allows the team to focus on more strategic tasks without concerns over technical disruptions, thereby reinforcing GoTo Financial’s capacity to grow and adapt to evolving business demands.

Expanding Horizons in AI Collaboration Between GoTo Financial & WIZ.AI

GoTo Financial and WIZ.AI are exploring further collaborations to enhance customer engagement and operational efficiency. Building on the success of WIZ.AI Talkbot, GoTo Financial is now considering other AI-powered omnichannel solutions that will allow for more personalized and effective outreach. By catering to customers’ preferred communication methods, GoTo Financial aims to utilize AI for customer growth by maximizing engagement for customer acquisition and management.
 
As GoTo Financial continues to leverage innovative technologies like AI Agents, the company is well-positioned to further solidify its status as a leader in digital financial services across Southeast Asia. With a proven track record of integrating AI-powered solutions to enhance operational efficiency, reduce costs, and improve customer engagement, GoTo Financial is poised to set new benchmarks in the industry.
 
Other global businesses can learn from GoTo Financial’s strategic implementation of AI to optimize workflows and deliver seamless customer experiences at scale. By embracing similar forward-thinking approaches, companies across various industries can enhance their operational resilience and drive sustainable growth in an increasingly digital economy.