AI Applications in Banking | TBC Uzbekistan Case Study | How Conversational AI Supercharged Efficiency and Scalability

Anton Shestakov

Sep 2, 2025

A modern illustration of AI applications in banking, showing a financial control center with abstract AI agents managing digital workflows, symbolizing scalable, compliant debt collection solutions.
A modern illustration of AI applications in banking, showing a financial control center with abstract AI agents managing digital workflows, symbolizing scalable, compliant debt collection solutions.

TBC Bank Uzbekistan, a digital-first financial institution backed by the European Bank for Reconstruction and Development (EBRD), set out not just to improve collections — but to pioneer the future of AI applications in banking. Recognizing the inefficiencies most banks face in early-stage debt recovery, TBC made a strategic decision to build its own proprietary AI and speech tech infrastructure from the ground up, in both Uzbek and Russian. Rather than treating debt collection as a reactive function, TBC used it as a proving ground for its broader AI vision. In close partnership with Aiphoria, the bank co-developed and deployed a fully automated voice agent, achieving thousands of AI-led conversations daily, setting a new benchmark for what AI-driven collections can achieve in modern banking. In this article, we break down how TBC’s visionary approach transformed legacy collection techniques into a high-performance, cost-efficient, AI-powered operation.

Results summary showing the impact of AI applications in banking at TBC Uzbekistan, including 10x efficiency gain, reduced manual work, and optimized resources.

The Challenge

In 2023, TBC Uzbekistan anticipated that the rapid expansion of its loan portfolio would place growing pressure on its debt collection operations and began proactively planning for it. Across the banking sector, call center-based collections are notoriously costly and unreliable. Agents are expensive to hire, train, and retain — yet performance often remains inconsistent. In many institutions, internal audits have revealed widespread inflation of “promise to pay” (PTP) outcomes, distorting key performance indicators and undermining strategic decision-making. High staff turnover further erodes reliability, while outdated systems make it difficult to track conversations or scale outreach efficiently. Despite the high recovery potential — with up to 85% of debts typically repaid within the first 30 days — TBC Uzbekistan recognized it lacked the tools to manage this early-stage volume with full transparency and cost-efficiency. A scalable, automated alternative was clearly needed.

The Solution

In early 2024, TBC Uzbekistan joined forces with Aiphoria to co-develop a fully automated debt collection agent, powered by conversational AI voice technology. The partnership was built on Aiphoria’s team proven track record — over 15 years of expertise in speech technology and AI — and its ability to deliver pragmatic, high-impact solutions in complex, customer-facing environments.

Within just five months, the joint team delivered a production-grade Collection Virtual Employee capable of handling large volumes of delinquency calls in both Uzbek and Russian. The solution integrated speech recognition, speech synthesis, and a custom-built natural language processing engine — all tightly connected with TBC’s telephony and CRM systems. 

Implementation Timeline

  • March–April 2024: Project kickoff with parallel development tracks for speech recognition, speech synthesis, and platform adaptation. 

  • September 16, 2024: First successful live call placed by the Collection Pro to a borrower.

  • Late 2024: Collection Pro began handling over 40% of early delinquency calls, outperforming both human agents and alternative bots in a controlled A/B test.

  • May 2025: Aiphoria Collection Pro reached operational maturity with over 50,000 calls per day and 100 concurrent conversations, full Uzbek-Russian bilingual capability, and advanced tone control features.

  • End of 2025 (forecast): Collection Pro is expected to surpass 1 million AI-led debt recovery conversations per month.

Timeline visual showing the rollout of AI applications in banking at TBC Uzbekistan, from speech tech development to full AI call deployment and 1M+ forecasted conversations.

Results

TBC Uzbekistan’s transition to Aiphoria Collection Pro to improve their debt collection operations, delivered measurable improvements across cost, performance, and scalability metrics. The AI agent not only outperformed human collectors in repayment outcomes but also dramatically reduced operational overhead and restored trust in reporting accuracy. Below are several key business KPIs that Collection Pro has consistently improved over time.

KPI comparison chart showing performance before and after AI applications in banking at TBC Uzbekistan, with metrics like cost, call volume, and recovery rates.

Expert Insight: A Platform Built on Real Issues, Not Hypotheticals

As Chief Delivery Officer at Aiphoria, Denis Kirjanov led the TBC Uzbekistan implementation — not as a typical vendor rollout, but as a full-scale co-development initiative from day one. “This was about building something foundational for the region, not just plugging in an off-the-shelf tool,” Denis explained. “With no high-quality Uzbek speech recognition models available on the market, our team worked closely with TBC to engineer every core component in-house: bilingual speech recognition, speech synthesis, dynamic tone modulation, mid-call language switching, and a custom-built natural language engine tailored to the bank’s use cases. We had to develop compliant, local infrastructure that respected Uzbekistan’s data sovereignty laws — including GPU deployment inside the country.”

Despite the complexity, the first real AI-powered call went live just five months after kickoff. And the results spoke for themselves: improved repayment rates, cleaner data, and significant cost savings. “This wasn’t just about delivering software,” Denis concluded. “It was about creating the foundation for scalable, auditable collections—and beyond. Now that we've built this foundation in one of the most operationally challenging markets in the region, the Aiphoria Pro Platform is ready to address even more use cases in the future.”

Quote from Denis Kirjanov, Chief Delivery Officer at Aiphoria, highlighting how AI applications in banking enabled scalable, cost-effective collections at TBC Uzbekistan.

 

AI Applications in Banking | Key Innovations

The TBC Uzbekistan 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 Collection Pro uniquely effective:

1. Market-Leading Bilingual Speech Technology

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

2. 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.

3. Human-Crafted Scenarios, AI-Driven Execution

The conversational flows were built on the hard-earned operational experience of TBC Uzbekistan’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.

4. Local Compliance and Scalable Deployment

Specifically designed to meet Uzbekistan’s strict data sovereignty requirements, the platform was deployed fully on-premises, running on local GPU infrastructure. Due to legal constraints, AI agents were allowed to operate up to 12 hours per day, 6 days a week, but still replaced a substantial share of manual effort—handling over 25,000 conversations daily with <1s latency and 99.99% uptime.

Crucially, the architecture established during this project has laid the groundwork for much more than collections. With Uzbekistan’s strongest bilingual speech tech and core platform components now in place, TBC is in a position to roll out new AI agents — including Support Pro and Sales Pro — far faster than the original five-month development timeline. What was once a breakthrough for collections is quickly becoming the backbone of a broader AI-driven transformation.

Explore the Benefits of AI-Driven Collections

Want to understand how AI agents like Collection Pro can transform your debt recovery operations?
📚 Read our full article on the benefits of AI in debt collection

Curious what this could look like in your organization?

Book a Demo with Aiphoria to see how AI agents can deliver 10x efficiency gains in your collections process.

Matteo Ressa

AI Applications in Banking | TBC Uzbekistan Case Study | How Conversational AI Supercharged Efficiency and Scalability

Anton Shestakov

Sep 2, 2025

A modern illustration of AI applications in banking, showing a financial control center with abstract AI agents managing digital workflows, symbolizing scalable, compliant debt collection solutions.
A modern illustration of AI applications in banking, showing a financial control center with abstract AI agents managing digital workflows, symbolizing scalable, compliant debt collection solutions.

TBC Bank Uzbekistan, a digital-first financial institution backed by the European Bank for Reconstruction and Development (EBRD), set out not just to improve collections — but to pioneer the future of AI applications in banking. Recognizing the inefficiencies most banks face in early-stage debt recovery, TBC made a strategic decision to build its own proprietary AI and speech tech infrastructure from the ground up, in both Uzbek and Russian. Rather than treating debt collection as a reactive function, TBC used it as a proving ground for its broader AI vision. In close partnership with Aiphoria, the bank co-developed and deployed a fully automated voice agent, achieving thousands of AI-led conversations daily, setting a new benchmark for what AI-driven collections can achieve in modern banking. In this article, we break down how TBC’s visionary approach transformed legacy collection techniques into a high-performance, cost-efficient, AI-powered operation.

Results summary showing the impact of AI applications in banking at TBC Uzbekistan, including 10x efficiency gain, reduced manual work, and optimized resources.

The Challenge

In 2023, TBC Uzbekistan anticipated that the rapid expansion of its loan portfolio would place growing pressure on its debt collection operations and began proactively planning for it. Across the banking sector, call center-based collections are notoriously costly and unreliable. Agents are expensive to hire, train, and retain — yet performance often remains inconsistent. In many institutions, internal audits have revealed widespread inflation of “promise to pay” (PTP) outcomes, distorting key performance indicators and undermining strategic decision-making. High staff turnover further erodes reliability, while outdated systems make it difficult to track conversations or scale outreach efficiently. Despite the high recovery potential — with up to 85% of debts typically repaid within the first 30 days — TBC Uzbekistan recognized it lacked the tools to manage this early-stage volume with full transparency and cost-efficiency. A scalable, automated alternative was clearly needed.

The Solution

In early 2024, TBC Uzbekistan joined forces with Aiphoria to co-develop a fully automated debt collection agent, powered by conversational AI voice technology. The partnership was built on Aiphoria’s team proven track record — over 15 years of expertise in speech technology and AI — and its ability to deliver pragmatic, high-impact solutions in complex, customer-facing environments.

Within just five months, the joint team delivered a production-grade Collection Virtual Employee capable of handling large volumes of delinquency calls in both Uzbek and Russian. The solution integrated speech recognition, speech synthesis, and a custom-built natural language processing engine — all tightly connected with TBC’s telephony and CRM systems. 

Implementation Timeline

  • March–April 2024: Project kickoff with parallel development tracks for speech recognition, speech synthesis, and platform adaptation. 

  • September 16, 2024: First successful live call placed by the Collection Pro to a borrower.

  • Late 2024: Collection Pro began handling over 40% of early delinquency calls, outperforming both human agents and alternative bots in a controlled A/B test.

  • May 2025: Aiphoria Collection Pro reached operational maturity with over 50,000 calls per day and 100 concurrent conversations, full Uzbek-Russian bilingual capability, and advanced tone control features.

  • End of 2025 (forecast): Collection Pro is expected to surpass 1 million AI-led debt recovery conversations per month.

Timeline visual showing the rollout of AI applications in banking at TBC Uzbekistan, from speech tech development to full AI call deployment and 1M+ forecasted conversations.

Results

TBC Uzbekistan’s transition to Aiphoria Collection Pro to improve their debt collection operations, delivered measurable improvements across cost, performance, and scalability metrics. The AI agent not only outperformed human collectors in repayment outcomes but also dramatically reduced operational overhead and restored trust in reporting accuracy. Below are several key business KPIs that Collection Pro has consistently improved over time.

KPI comparison chart showing performance before and after AI applications in banking at TBC Uzbekistan, with metrics like cost, call volume, and recovery rates.

Expert Insight: A Platform Built on Real Issues, Not Hypotheticals

As Chief Delivery Officer at Aiphoria, Denis Kirjanov led the TBC Uzbekistan implementation — not as a typical vendor rollout, but as a full-scale co-development initiative from day one. “This was about building something foundational for the region, not just plugging in an off-the-shelf tool,” Denis explained. “With no high-quality Uzbek speech recognition models available on the market, our team worked closely with TBC to engineer every core component in-house: bilingual speech recognition, speech synthesis, dynamic tone modulation, mid-call language switching, and a custom-built natural language engine tailored to the bank’s use cases. We had to develop compliant, local infrastructure that respected Uzbekistan’s data sovereignty laws — including GPU deployment inside the country.”

Despite the complexity, the first real AI-powered call went live just five months after kickoff. And the results spoke for themselves: improved repayment rates, cleaner data, and significant cost savings. “This wasn’t just about delivering software,” Denis concluded. “It was about creating the foundation for scalable, auditable collections—and beyond. Now that we've built this foundation in one of the most operationally challenging markets in the region, the Aiphoria Pro Platform is ready to address even more use cases in the future.”

Quote from Denis Kirjanov, Chief Delivery Officer at Aiphoria, highlighting how AI applications in banking enabled scalable, cost-effective collections at TBC Uzbekistan.

 

AI Applications in Banking | Key Innovations

The TBC Uzbekistan 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 Collection Pro uniquely effective:

1. Market-Leading Bilingual Speech Technology

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

2. 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.

3. Human-Crafted Scenarios, AI-Driven Execution

The conversational flows were built on the hard-earned operational experience of TBC Uzbekistan’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.

4. Local Compliance and Scalable Deployment

Specifically designed to meet Uzbekistan’s strict data sovereignty requirements, the platform was deployed fully on-premises, running on local GPU infrastructure. Due to legal constraints, AI agents were allowed to operate up to 12 hours per day, 6 days a week, but still replaced a substantial share of manual effort—handling over 25,000 conversations daily with <1s latency and 99.99% uptime.

Crucially, the architecture established during this project has laid the groundwork for much more than collections. With Uzbekistan’s strongest bilingual speech tech and core platform components now in place, TBC is in a position to roll out new AI agents — including Support Pro and Sales Pro — far faster than the original five-month development timeline. What was once a breakthrough for collections is quickly becoming the backbone of a broader AI-driven transformation.

Explore the Benefits of AI-Driven Collections

Want to understand how AI agents like Collection Pro can transform your debt recovery operations?
📚 Read our full article on the benefits of AI in debt collection

Curious what this could look like in your organization?

Book a Demo with Aiphoria to see how AI agents can deliver 10x efficiency gains in your collections process.

Matteo Ressa

AI Applications in Banking | TBC Uzbekistan Case Study | How Conversational AI Supercharged Efficiency and Scalability

AI Applications in Banking | TBC Uzbekistan Case Study | How Conversational AI Supercharged Efficiency and Scalability

Matteo Ressa

Sep 2, 2025

A modern illustration of AI applications in banking, showing a financial control center with abstract AI agents managing digital workflows, symbolizing scalable, compliant debt collection solutions.
A modern illustration of AI applications in banking, showing a financial control center with abstract AI agents managing digital workflows, symbolizing scalable, compliant debt collection solutions.

TBC Bank Uzbekistan, a digital-first financial institution backed by the European Bank for Reconstruction and Development (EBRD), set out not just to improve collections — but to pioneer the future of AI applications in banking. Recognizing the inefficiencies most banks face in early-stage debt recovery, TBC made a strategic decision to build its own proprietary AI and speech tech infrastructure from the ground up, in both Uzbek and Russian. Rather than treating debt collection as a reactive function, TBC used it as a proving ground for its broader AI vision. In close partnership with Aiphoria, the bank co-developed and deployed a fully automated voice agent, achieving thousands of AI-led conversations daily, setting a new benchmark for what AI-driven collections can achieve in modern banking. In this article, we break down how TBC’s visionary approach transformed legacy collection techniques into a high-performance, cost-efficient, AI-powered operation.

Results summary showing the impact of AI applications in banking at TBC Uzbekistan, including 10x efficiency gain, reduced manual work, and optimized resources.

The Challenge

In 2023, TBC Uzbekistan anticipated that the rapid expansion of its loan portfolio would place growing pressure on its debt collection operations and began proactively planning for it. Across the banking sector, call center-based collections are notoriously costly and unreliable. Agents are expensive to hire, train, and retain — yet performance often remains inconsistent. In many institutions, internal audits have revealed widespread inflation of “promise to pay” (PTP) outcomes, distorting key performance indicators and undermining strategic decision-making. High staff turnover further erodes reliability, while outdated systems make it difficult to track conversations or scale outreach efficiently. Despite the high recovery potential — with up to 85% of debts typically repaid within the first 30 days — TBC Uzbekistan recognized it lacked the tools to manage this early-stage volume with full transparency and cost-efficiency. A scalable, automated alternative was clearly needed.

The Solution

In early 2024, TBC Uzbekistan joined forces with Aiphoria to co-develop a fully automated debt collection agent, powered by conversational AI voice technology. The partnership was built on Aiphoria’s team proven track record — over 15 years of expertise in speech technology and AI — and its ability to deliver pragmatic, high-impact solutions in complex, customer-facing environments.

Within just five months, the joint team delivered a production-grade Collection Virtual Employee capable of handling large volumes of delinquency calls in both Uzbek and Russian. The solution integrated speech recognition, speech synthesis, and a custom-built natural language processing engine — all tightly connected with TBC’s telephony and CRM systems. 

Implementation Timeline

  • March–April 2024: Project kickoff with parallel development tracks for speech recognition, speech synthesis, and platform adaptation. 

  • September 16, 2024: First successful live call placed by the Collection Pro to a borrower.

  • Late 2024: Collection Pro began handling over 40% of early delinquency calls, outperforming both human agents and alternative bots in a controlled A/B test.

  • May 2025: Aiphoria Collection Pro reached operational maturity with over 50,000 calls per day and 100 concurrent conversations, full Uzbek-Russian bilingual capability, and advanced tone control features.

  • End of 2025 (forecast): Collection Pro is expected to surpass 1 million AI-led debt recovery conversations per month.

Timeline visual showing the rollout of AI applications in banking at TBC Uzbekistan, from speech tech development to full AI call deployment and 1M+ forecasted conversations.

Results

TBC Uzbekistan’s transition to Aiphoria Collection Pro to improve their debt collection operations, delivered measurable improvements across cost, performance, and scalability metrics. The AI agent not only outperformed human collectors in repayment outcomes but also dramatically reduced operational overhead and restored trust in reporting accuracy. Below are several key business KPIs that Collection Pro has consistently improved over time.

KPI comparison chart showing performance before and after AI applications in banking at TBC Uzbekistan, with metrics like cost, call volume, and recovery rates.

Expert Insight: A Platform Built on Real Issues, Not Hypotheticals

As Chief Delivery Officer at Aiphoria, Denis Kirjanov led the TBC Uzbekistan implementation — not as a typical vendor rollout, but as a full-scale co-development initiative from day one. “This was about building something foundational for the region, not just plugging in an off-the-shelf tool,” Denis explained. “With no high-quality Uzbek speech recognition models available on the market, our team worked closely with TBC to engineer every core component in-house: bilingual speech recognition, speech synthesis, dynamic tone modulation, mid-call language switching, and a custom-built natural language engine tailored to the bank’s use cases. We had to develop compliant, local infrastructure that respected Uzbekistan’s data sovereignty laws — including GPU deployment inside the country.”

Despite the complexity, the first real AI-powered call went live just five months after kickoff. And the results spoke for themselves: improved repayment rates, cleaner data, and significant cost savings. “This wasn’t just about delivering software,” Denis concluded. “It was about creating the foundation for scalable, auditable collections—and beyond. Now that we've built this foundation in one of the most operationally challenging markets in the region, the Aiphoria Pro Platform is ready to address even more use cases in the future.”

Quote from Denis Kirjanov, Chief Delivery Officer at Aiphoria, highlighting how AI applications in banking enabled scalable, cost-effective collections at TBC Uzbekistan.

 

AI Applications in Banking | Key Innovations

The TBC Uzbekistan 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 Collection Pro uniquely effective:

1. Market-Leading Bilingual Speech Technology

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

2. 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.

3. Human-Crafted Scenarios, AI-Driven Execution

The conversational flows were built on the hard-earned operational experience of TBC Uzbekistan’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.

4. Local Compliance and Scalable Deployment

Specifically designed to meet Uzbekistan’s strict data sovereignty requirements, the platform was deployed fully on-premises, running on local GPU infrastructure. Due to legal constraints, AI agents were allowed to operate up to 12 hours per day, 6 days a week, but still replaced a substantial share of manual effort—handling over 25,000 conversations daily with <1s latency and 99.99% uptime.

Crucially, the architecture established during this project has laid the groundwork for much more than collections. With Uzbekistan’s strongest bilingual speech tech and core platform components now in place, TBC is in a position to roll out new AI agents — including Support Pro and Sales Pro — far faster than the original five-month development timeline. What was once a breakthrough for collections is quickly becoming the backbone of a broader AI-driven transformation.

Explore the Benefits of AI-Driven Collections

Want to understand how AI agents like Collection Pro can transform your debt recovery operations?
📚 Read our full article on the benefits of AI in debt collection

Curious what this could look like in your organization?

Book a Demo with Aiphoria to see how AI agents can deliver 10x efficiency gains in your collections process.

TBC Bank Uzbekistan, a digital-first financial institution backed by the European Bank for Reconstruction and Development (EBRD), set out not just to improve collections — but to pioneer the future of AI applications in banking. Recognizing the inefficiencies most banks face in early-stage debt recovery, TBC made a strategic decision to build its own proprietary AI and speech tech infrastructure from the ground up, in both Uzbek and Russian. Rather than treating debt collection as a reactive function, TBC used it as a proving ground for its broader AI vision. In close partnership with Aiphoria, the bank co-developed and deployed a fully automated voice agent, achieving thousands of AI-led conversations daily, setting a new benchmark for what AI-driven collections can achieve in modern banking. In this article, we break down how TBC’s visionary approach transformed legacy collection techniques into a high-performance, cost-efficient, AI-powered operation.

Results summary showing the impact of AI applications in banking at TBC Uzbekistan, including 10x efficiency gain, reduced manual work, and optimized resources.

The Challenge

In 2023, TBC Uzbekistan anticipated that the rapid expansion of its loan portfolio would place growing pressure on its debt collection operations and began proactively planning for it. Across the banking sector, call center-based collections are notoriously costly and unreliable. Agents are expensive to hire, train, and retain — yet performance often remains inconsistent. In many institutions, internal audits have revealed widespread inflation of “promise to pay” (PTP) outcomes, distorting key performance indicators and undermining strategic decision-making. High staff turnover further erodes reliability, while outdated systems make it difficult to track conversations or scale outreach efficiently. Despite the high recovery potential — with up to 85% of debts typically repaid within the first 30 days — TBC Uzbekistan recognized it lacked the tools to manage this early-stage volume with full transparency and cost-efficiency. A scalable, automated alternative was clearly needed.

The Solution

In early 2024, TBC Uzbekistan joined forces with Aiphoria to co-develop a fully automated debt collection agent, powered by conversational AI voice technology. The partnership was built on Aiphoria’s team proven track record — over 15 years of expertise in speech technology and AI — and its ability to deliver pragmatic, high-impact solutions in complex, customer-facing environments.

Within just five months, the joint team delivered a production-grade Collection Virtual Employee capable of handling large volumes of delinquency calls in both Uzbek and Russian. The solution integrated speech recognition, speech synthesis, and a custom-built natural language processing engine — all tightly connected with TBC’s telephony and CRM systems. 

Implementation Timeline

  • March–April 2024: Project kickoff with parallel development tracks for speech recognition, speech synthesis, and platform adaptation. 

  • September 16, 2024: First successful live call placed by the Collection Pro to a borrower.

  • Late 2024: Collection Pro began handling over 40% of early delinquency calls, outperforming both human agents and alternative bots in a controlled A/B test.

  • May 2025: Aiphoria Collection Pro reached operational maturity with over 50,000 calls per day and 100 concurrent conversations, full Uzbek-Russian bilingual capability, and advanced tone control features.

  • End of 2025 (forecast): Collection Pro is expected to surpass 1 million AI-led debt recovery conversations per month.

Timeline visual showing the rollout of AI applications in banking at TBC Uzbekistan, from speech tech development to full AI call deployment and 1M+ forecasted conversations.

Results

TBC Uzbekistan’s transition to Aiphoria Collection Pro to improve their debt collection operations, delivered measurable improvements across cost, performance, and scalability metrics. The AI agent not only outperformed human collectors in repayment outcomes but also dramatically reduced operational overhead and restored trust in reporting accuracy. Below are several key business KPIs that Collection Pro has consistently improved over time.

KPI comparison chart showing performance before and after AI applications in banking at TBC Uzbekistan, with metrics like cost, call volume, and recovery rates.

Expert Insight: A Platform Built on Real Issues, Not Hypotheticals

As Chief Delivery Officer at Aiphoria, Denis Kirjanov led the TBC Uzbekistan implementation — not as a typical vendor rollout, but as a full-scale co-development initiative from day one. “This was about building something foundational for the region, not just plugging in an off-the-shelf tool,” Denis explained. “With no high-quality Uzbek speech recognition models available on the market, our team worked closely with TBC to engineer every core component in-house: bilingual speech recognition, speech synthesis, dynamic tone modulation, mid-call language switching, and a custom-built natural language engine tailored to the bank’s use cases. We had to develop compliant, local infrastructure that respected Uzbekistan’s data sovereignty laws — including GPU deployment inside the country.”

Despite the complexity, the first real AI-powered call went live just five months after kickoff. And the results spoke for themselves: improved repayment rates, cleaner data, and significant cost savings. “This wasn’t just about delivering software,” Denis concluded. “It was about creating the foundation for scalable, auditable collections—and beyond. Now that we've built this foundation in one of the most operationally challenging markets in the region, the Aiphoria Pro Platform is ready to address even more use cases in the future.”

Quote from Denis Kirjanov, Chief Delivery Officer at Aiphoria, highlighting how AI applications in banking enabled scalable, cost-effective collections at TBC Uzbekistan.

 

AI Applications in Banking | Key Innovations

The TBC Uzbekistan 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 Collection Pro uniquely effective:

1. Market-Leading Bilingual Speech Technology

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

2. 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.

3. Human-Crafted Scenarios, AI-Driven Execution

The conversational flows were built on the hard-earned operational experience of TBC Uzbekistan’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.

4. Local Compliance and Scalable Deployment

Specifically designed to meet Uzbekistan’s strict data sovereignty requirements, the platform was deployed fully on-premises, running on local GPU infrastructure. Due to legal constraints, AI agents were allowed to operate up to 12 hours per day, 6 days a week, but still replaced a substantial share of manual effort—handling over 25,000 conversations daily with <1s latency and 99.99% uptime.

Crucially, the architecture established during this project has laid the groundwork for much more than collections. With Uzbekistan’s strongest bilingual speech tech and core platform components now in place, TBC is in a position to roll out new AI agents — including Support Pro and Sales Pro — far faster than the original five-month development timeline. What was once a breakthrough for collections is quickly becoming the backbone of a broader AI-driven transformation.

Explore the Benefits of AI-Driven Collections

Want to understand how AI agents like Collection Pro can transform your debt recovery operations?
📚 Read our full article on the benefits of AI in debt collection

Curious what this could look like in your organization?

Book a Demo with Aiphoria to see how AI agents can deliver 10x efficiency gains in your collections process.

Matteo Ressa

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