CUSTOMER DECISIONING INFRASTRUCTURE

The decision layer for the life of a loan.

ShieldX decides how every credit conversation should happen, directs it to the partners you already run, and learns from what was said — governed and recorded throughout. Starting in collections.

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The ShieldX console — portfolio overview with decision coverage and audit-log integrity

THE PROBLEM

Banks have every system.
Except the one that sits between them.

CBS fires signals directly into channels.

No scoring, no compliance check, no channel logic in between.

Vendors operate with no shared compliance gate.

Violations surface in post-call audits — never blocked before they happen.

When RBI asks, there's no answer.

No reason codes, no verifiable record, no evidence when it matters.

ONE DECISION SPINE

One decision spine. One loop.

Two products — Decision and Intelligence — with Verdict inside Decision, and Rails where you have no pipes of your own. Hover a capability to see which stage it drives.

Signal

›

Decide

›

Govern

›

Direct

›

Learn

↶Learn feeds Signal — the loop closes on every account

Decision

Who, when, which channel, what to say — or nothing. Govern enforced in code; Assist on the agent's screen.

Drives Decide · Govern

Verdict

Is the number live? Is it the borrower's? Hold or refer — decided before the first call.

Drives Decide

Rails

A channel to run your decisions on when you have no pipes — or want a clean holdout. Measured like every other partner.

Drives Direct

Intelligence

Learns from what was said — and feeds it back as signal.

Drives Learn · Signal

THE CONTROL PLANE

One stack, five layers.

Same taxonomy, same record — every layer speaks one contract, regardless of whose pipes carry it.

System of record

Decision log, outcome log, and conversation-derived features — the permanent asset.

Decision

Scores, rules, cohorts, and holdout studies. Mandatory in every deployment.

Sequencing

Sequenced, timed instructions — retry logic, channel fallback, contact-window compliance. Part of Decision, not a separate product.

Partner adapters

Your CPaaS, dialler and agency work-lists — or ShieldX Rails. Theirs or ours, one decision-in / outcome-out contract. Partners execute.

Intelligence

Post-call review and outcome events flow back into the record — closing the loop, whoever carried the call.

LAYER 01

System of record

↻Intelligence feeds back into the System of record — the loop closes on every account.

LIVE

Watch a governed decision run.

Calling window. Day rules. Frequency caps. Every check re-run in sequence — at the moment the channel fires, not when the decision was made.

COLLECTIONSIllustrative simulation

TRIGGERpayment_missed·CUST-48321 · DPD 30–60 · ₹24,000

Signal received

CBS payment_missed event ingested

Risk tier — HIGH

Eligible channels: agent call, SMS

TRAI window — COMPLIANT

Suppression list — CLEAR

Frequency cap — WITHIN LIMIT

Day rule — COMPLIANT

Directed: agent call · Assist context

Audit record written

↻

Call analysed post-call — hardship mentioned

Every step logged · Every check recorded · Regulator-readyCompliant ✓

WHAT THIS MOVES

The levers, and how
the system pulls them.

We don't publish outcome numbers. The deployment is early, the first decisions are ahead of us, and a lift percentage we can't evidence is worth less than nothing to your risk committee. What follows is the mechanism — verifiable on your own portfolio, in an Audit, in weeks.

Priced per decision, per customer. Never per attempt, never a share of collections, never per seat.

Right-party contact rate

Every number is graded before the first dial — live or not, the borrower's or not — so the campaign starts from the right numbers, not a schedule applied to a whole bucket.

Cost to collect

Outreach that shouldn't fire — self-curing accounts, the wrong window, an open complaint or cease-request — is held before it costs anything. Field goes only where a phone cannot.

Roll rates

Accounts scored as likely to roll are treated earlier and differently, instead of every account in a DPD bucket receiving the same sequence.

Compliance exposure

Calling window, day-and-holiday rules, frequency caps and suppression entries are re-checked at the moment of dispatch, not just when the decision was made. A send prevented costs nothing; one found in a post-call audit is already a reportable event.

Agency performance

Every channel and partner is scored on one methodology — including ShieldX's own. Allocation follows measured performance under the institution's stated policy.

In deployment with a leading private-sector bank·DPIIT-recognized·Mumbai

Ready to see it for yourself?

20 minutes. Your portfolio, your channels — every decision and every compliance check, live.

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Tailored to your portfolio·India-deployed·DPDP Act-ready