Built for Consumer Lending Teams
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One Platform for High-Volume Lending Conversations
Our AI voice agent helps consumer lenders automate repetitive, high-volume customer interactions across voice, SMS, and email. From lead qualification to collections follow-up, every workflow is designed to be consistent, auditable, and easy to improve over time.
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Call
Inbound/outbound voice calls
Chat
Website or app live chat
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Message
SMS & WhatsApp
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API / Email
Trigger agents via email
Agents for Every Core Lending Workflow
Each agent is purpose-built for a specific stage of the lending lifecycle. They share context and memory so every conversation picks up exactly where the last one ended.
Key Benefits of Murf’s AI Agent for Consumer Lending
Scale Call Volume Without Scaling Compliance Risk
• 15,000+ calls per day, per agent - handle peak periods without emergency hiring.
• 3x more accounts covered with the same operations team.
Build Compliance-Aware Workflows
• Built around DNC, CFPB, TCPA & 15+ compliance guardrails.
• Mandatory disclosures and forbidden language enforced at the platform level.
Audit Logs & Complete Call Traceability
• Secure cloud or on-prem deployment options for the banking industry.
• One-click audit export for CFPB, OCC, FDIC, NCUA, and state regulator exams.
Lifelike, Multilingual Voice Quality
• TTS model with sub-200ms latency conversations that feel completely human, with no robotic lag or awkward pauses.
• 200+ AI voices in US English and native Spanish with seamless language switching.
Seamless Handover to Human Agents
• Warm-transfers for distressed or complex borrowers with full call summary, prior history, and hardship notes.
• Intelligent escalation triggers based on sentiment, payment stage, and loan type.
Enterprise-Grade Security Controls
• Murf AI agents are ISO 42001, ISO 27001, SOC 2 Type II, CCPA, HIPAA and GDPR compliant.
• Industry-standard encryption (AES-256 for data at rest and TLS 1.2+ for data in transit).
Works with the Systems Your Team Already Uses
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Traditional Automation vs Agentic AI in Lending
Automated loan approval has moved beyond simple rule-based systems to agents that think and act independently. This shift changes how decisions are made, blending speed with a deeper understanding of risk and context. Here’s how these two approaches differ and what that means for lending.
Core Approach
Manual call centers and rule-based IVR dialers with rigid, pre-scripted borrower flows
Autonomous voice agents that handle origination, servicing, and collections end-to-end with dynamic conversation logic
Decision-Making
Loan officers and collectors working from static scripts with no real-time borrower data
Real-time borrower data lookup mid-call : balance, payment history, hardship flags, driving contextually accurate responses every time
Adaptability
Scripted responses break down on exceptions; supervisors must step in for anything off-script
Self-adjusting agents that handle objections, language switches, payment disputes, and hardship requests without human escalation
Error Handling
Missed disclosures, inconsistent handling, and compliance drift across agent teams
Auto-escalates complex or distressed borrowers to human agents with full call context; resolves routine servicing intents autonomously
Compliance Checks
Periodic QA on a sample of calls; compliance gaps go undetected for days or weeks
Every call monitored in real time with FDCPA, Reg F, ECOA, TCPA disclosures enforced on 100% of interactions, not a sample
Scalability
Headcount-bound; scaling for peak periods means emergency hiring and ramp-up delays
15,000+ borrower calls per day per agent. Peak periods handled instantly with zero incremental headcount or cost
Implementation Scope
Siloed point tools : a dialer for collections, an IVR for servicing, a CRM for origination and none of them sharing borrower context
One unified agent layer across origination, payment reminders, document collection, servicing, collections, and loss mitigation
Human Interaction
Every non-routine borrower interaction requires a live agent driving high cost and long wait times
Hybrid model: agents handle 80%+ of call volume autonomously; warm-transfer complex cases to humans with full context already loaded
Key Advantage
Familiar tooling teams already know how to operate
Context-aware agents that remember every borrower interaction, never miss a disclosure, and get better with every call
Compliance, Built Into Every Workflow
US consumer lending is one of the most regulated industries worldwide. Murf's Lending Agent is built around that reality, not retrofitted with compliance as an afterthought.
TCPA & DNC controls for consent-aware calling & opt-out handling
Detect and route stop-contact requests with workflows designed for consent-aware outreach.
Approved disclosures and policy-controlled scripts
Deliver required disclosures and approved phrasing more consistently across high-volume calls.
State-specific logic and escalation paths
Configure workflows for local requirements and route sensitive scenarios to the right team.
Sensitive Case Escalation
Route bankruptcy, attorney representation, military status, disputes, and other red-flag scenarios to the right team
Audit-ready logs and recordings
Capture transcripts, outcomes, and recordings for stronger visibility and review.
A Fully Managed Service for Your First Agent and Beyond
Murf's implementation team manages integration, voice configuration, compliance review, and your first campaign end-to-end.
Designed for your use case
We build your agent around your workflows, policies, escalation paths, and operational goals.
Integrated into your stack
Murf handles the heavy lifting across telephony, CRM, scheduling, and system integrations.
Launched through a structured pilot
We test, refine, and validate the agent before expanding to broader deployment.
Managed after go-live
From reporting and monitoring to optimization and support, Murf stays involved after launch.
How It Works
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Step 1 : Define the first workflow
Start by choosing one high-volume use case with clear operational value, like pre-qualification, appointment booking, reminders, or collections follow-up
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Step 2 : Connect your systems
Next, we connect the agent to the tools your team already uses, such as your CRM/LOS/LMS, calendar, telephony, SMS, and email systems.
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Step 3: Configure the conversation and guardrails
We design the call flows, prompts, escalation, compliance & disclosure logic along with approved handling paths for the chosen use case.
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Step 4: Test with your team
Before launch, we test the agent with realistic scenarios so your team can review performance, refine workflows, and validate the experience.
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Step 5: Launch your first agent
Once the workflow is approved, we launch the agent into production for the selected use case.
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Step 6: Measure, improve, and expand
After launch, we review performance, tune the workflow, and expand into more use cases over time.
Multi-Layered Security Infrastructure For Enterprises
Stringent Access Control
Role-based access controls, multi-factor authentication, and granular permission scoping ensure that borrower data is accessed only by authorized users and systems. Full access log auditability at all times.
Advanced Data Protection
Borrower PII is encrypted in transit (TLS 1.3) and at rest (AES-256). Data retention policies are configurable to your institution's GLBA information security program. Murf does not sell or share borrower data.End-to-end encryption protects data in transit and at rest. TLS, HTTPS, and physical layer security ensure complete network protection.
Security and Compliance
SOC 2 Type II certified, ISO 27001 compliant, GDPR-ready, and CCPA-aligned. Independently audited. Murf's security controls protect your institution and your borrowers with enterprise-grade standards throughout.
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FAQs
For any further questions,
send us a message at support@murf.ai
Most teams begin with a focused 30-day pilot - one portfolio segment, one use case (typically payment reminders or inbound pre-qualification), clearly defined guardrails, and measurable outcomes. Murf's implementation team manages the entire setup. After the pilot, expansion to additional use cases typically takes 1-2 weeks per new workflow. Most mid-size lenders see positive ROI within the first billing cycle.
Murf currently supports English (US) and Spanish (US) with native-quality voices - not translated scripts run through a generic TTS engine. Both languages operate under the same compliance architecture. The 40+ million Spanish-speaking adults in the US represent a historically underserved lending segment - Murf's native Spanish agents change that economics fundamentally.
Yes. Murf's Lending Agent is purpose-built for end-to-end workflow execution - not just scripted responses. It can intake a dispute, collect required documentation attestations, and update your system of record automatically. For hardship cases, it follows your configured protocol - whether that's offering a payment plan, deferring to a human agent, or escalating based on loan type and borrower history. All outcomes are logged with full context.
Murf does not initiate outbound calls without verified TCPA consent records in your connected CRM or LOS. Opt-out requests are processed in real time and synced back to your systems immediately. National and state DNC list updates propagate automatically across all active campaigns. All consent events are logged with timestamp, channel, and call reference - providing defensible documentation for any TCPA inquiry.
Murf provides pre-built connectors for major US LOS and LMS platforms, as well as a clean REST API for custom integrations. The agent pulls live borrower data - loan status, balance, due dates, application stage - mid-call without human lookup. Most lenders complete initial integration in 1–5 business days. Enterprise accounts receive dedicated integration support at no additional cost.
Murf's agent is configured to disclose its AI nature when directly asked, consistent with FTC guidance on AI voice disclosure. All call scripts include appropriate disclosures where required by jurisdiction. Your legal and compliance teams retain full control over disclosure language. Murf's implementation team will work with you to ensure scripts meet your institution's specific regulatory posture before go-live.
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