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How it works:
CASH E, one of India’s top digital lending platforms, integrated WhatsApp Business API to enable instant, paperless credit disbursal through chat. Users simply initiate a conversation by sharing basic details like phone number and ID proof. The AI-powered assistant then guides them through eligibility checks, documentation uploads, and instant KYC—all within WhatsApp. The process is intuitive, quick, and available 24/7, even for first-time borrowers.
By leveraging WhatsApp’s familiar interface, CASH E made borrowing seamless—no need to download apps or visit a branch. Approved users receive loan offers, interest rates, repayment terms, and even disbursal confirmation through the same chat window. The integration supports multiple languages, real-time responses, and human handover when required, ensuring both speed and trust in the lending journey.
Our challange:
CASH E was facing high drop-offs in its mobile app funnel—especially from users unfamiliar with digital finance or hesitant about downloading new apps. Many potential borrowers struggled with completing KYC or navigating complex loan terms. The team needed a low-friction, user-friendly solution that simplified the lending process while ensuring compliance, security, and scale.
Why did CASH E choose WhatsApp for loan disbursals ?
WhatsApp is already widely used across India, even in Tier 2 and 3 cities. By using it, CASH E eliminated app fatigue and made borrowing as simple as chatting—building trust and increasing reach.
What steps of the loan process happen on WhatsApp ?
From user onboarding, eligibility checks, document collection, and eKYC to final loan offer acceptance—everything is handled via chat. Users receive clear instructions and updates in real time.
How is user verification and KYC done in the chat ?
The chatbot collects required ID documents, selfies, and PAN details. It uses APIs to validate information instantly and guide users through OTP or biometric steps if needed, ensuring a secure process.
Does the assistant handle different loan types or amounts ?
Yes. Based on eligibility, the assistant presents loan options with varying amounts, tenures, and interest rates. Users can compare offers, clarify terms, and accept the one that fits—all in the same chat.
What happens if the user gets stuck mid-process ?
If users face confusion or tech issues, they can request human help instantly. The support agent joins the same chat with full context, minimizing wait time and ensuring smooth resolution.
How does the WhatsApp journey impact loan approval time ?
It significantly reduces processing time. Most users complete the journey in under 10 minutes, and eligible borrowers receive funds in their account within hours—sometimes instantly.
Achievement:
By launching credit disbursal via WhatsApp, CASH E reduced loan processing time by 60% and improved loan application completion rates by 45%. More importantly, the platform saw a 30% increase in loan requests from new-to-credit users, thanks to WhatsApp’s accessibility and ease of use. The chatbot now handles thousands of conversations daily, cutting operational costs while scaling loan approvals with speed, accuracy, and user trust. WhatsApp became a core driver of inclusive, digital-first lending for CASH E.