Orbit Wallet x Finn AI
Scaling Fintech Operations with Audit-Ready AI Voice Support
Overview
Orbit Wallet operates in a highly regulated fintech environment where customer support is directly tied to compliance, trust, and risk mitigation. As transaction volume increased, traditional call-center operations became expensive, slow to scale, and difficult to audit. To support rapid growth without compromising regulatory standards, Orbit Wallet partnered with Finn AI to automate inbound customer support across critical fintech workflows.
The Challenge
Orbit Wallet faced growing pressure across multiple fronts:
- Rising inbound call volumes for KYC, disputes, and fraud alerts
- High call abandonment rates during peak usage hours
- Dependency on large human support teams for 24/7 coverage
- Strict audit and compliance requirements across every interaction
Scaling human agents alone was not sustainable or cost-efficient.
The Solution
Orbit Wallet deployed Finn AI Voice Agents as a primary inbound support layer across the telephony channel.
Use Case 1: Inbound AI Support That Actually Works
Orbit Wallet’s inbound calls followed predictable fintech patterns:
- Failed transactions & UPI issues
- KYC updates & onboarding queries
- Fraud alerts & account security concerns
Finn AI was deployed to handle these workflows end-to-end.
- 75–80% of inbound calls resolved fully by AI
- Human agents redirected to fraud investigations and escalations
- Customer satisfaction improved through instant response and consistency
Use Case 2: Compliance, Fraud & Dispute Management
For fintech, compliance is non-negotiable. Finn AI strengthened Orbit Wallet’s risk and audit posture by:
- Automating dispute capture and routing
- Triggering alerts based on RBI compliance keywords
- Verifying KYC identity before sharing sensitive information
- Generating complete call transcripts for audits and reviews
This reduced manual oversight while improving regulatory readiness.
Use Case 3: Reducing Costs While Boosting Coverage
Traditional offshore call centers were costly and inefficient at scale. Finn AI changed the economics:
- 24/7 AI voice support with zero idle time
- 80+ offshore agents replaced
- Nearly 40% reduction in overall support costs
Coverage increased while operational spend dropped.
Use Case 4: Expanding into New Markets Confidently
Orbit Wallet aimed to expand rapidly into Tier-2 and Tier-3 cities without building multilingual teams.
With Finn AI:
- Voice agents supported multiple Indian languages
- Language-specific workflows launched in days
- New markets activated without additional headcount
Expansion became operationally lightweight.
The Impact
📈 Operational and compliance outcomes delivered
- 75–80% of inbound calls fully resolved with AI
- Call abandonment reduced to under 5%
- 80+ human agents replaced with 24/7 AI coverage
- Nationwide deployment completed in under one month, supported by a single junior developer
Orbit Wallet achieved scalable customer support without increasing operational complexity.
Why It Worked
- Fintech support demands consistency over improvisation
- Compliance improves when conversations are structured and auditable
- AI handled predictable workflows while humans focused on exceptions
Finn AI became a stable operational layer rather than a short-term automation experiment
What Orbit Wallet’s Founders Say
"As we scaled, customer support quickly became a compliance and cost challenge. Finn AI helped us standardize conversations without slowing down operations." — Harshvardhan Zaveri | Co-Founder & CEO, Orbit Wallet
"The speed of deployment and minimal engineering effort made it possible to roll this out nationwide far faster than expected." — Shikha Chouksey | Co-Founder & CEO, Orbit Wallet
"We were able to replace a large portion of manual support while maintaining audit readiness across every interaction." — Harshvardhan Zaveri | Co-Founder & CEO, Orbit Wallet
Get Started with the Future of Voice AI
Finn Voice is your gateway to the next generation of enterprise-grade voice assistants. Whether you're scaling customer support or automating outbound communication, we're ready to help you lead with natural, intelligent, and multilingual voice AI.
