He also highlights how Ubona’s innovative AI-driven solutions, such as the conversational IVR, are driving financial inclusion by making complex financial products accessible to underserved populations. This interaction also covers the latest innovation by his team, HALO Connect, an AI-powered communication platform designed to provide scalable, multimodal interactions, and the steps necessary to ensure fairness and transparency in AI-driven lending.
How is AI transforming the way that trust is built between fintech platforms and users in India?
AI is playing a big role in helping fintech platforms in India build trust with users. It can detect fraud, stop identity theft, and prevent account cloning by spotting unusual activity and verifying users in real-time. AI-powered systems quickly flag suspicious behavior, making platforms much safer. It also helps users get faster service and more personalized support. When people see their money and identity are protected, they feel more confident using these platforms—and that’s how trust is built.
What are the key challenges fintech companies face in establishing trust, and how can AI help address them?
Fintech companies face several challenges in building trust, like concerns around data privacy, fear of fraud or identity theft, and the lack of human touch in digital services. People often worry if their money and personal information are truly safe.
AI can help solve these problems by detecting fraud in real-time, verifying identities securely, and protecting against account misuse or cloning. It can also analyse patterns to spot risks early and provide personalized support through smart self-service. By making services more secure, reliable, and responsive, AI helps fintech companies earn and keep users’ trust.
Please share a successful example of AI-driven fintech solutions at Ubona Technologies that have boosted financial inclusion?
At Ubona Technologies, we have used our AI-driven Indian language conversational IVR to help people easily understand and access loan offers. This system calls potential customers, speaks to them in their local language, and explains suitable loan options. It also answers all their questions about things like interest rates, loan tenure, premium, and other benefits—just like a human agent would.
Many people who are not comfortable reading complex documents can now learn about financial products and make informed decisions through a simple phone call. This has helped bring financial services to more people, especially in rural and semi-urban areas, making a real difference in financial inclusion.
What sets HALO Connect apart from other AI-powered communication solutions in the market?
What makes HALO Connect different from other AI-powered communication solutions is that it offers a complete, end-to-end customer communication system. Built on Ubona’s advanced HALO platform, it handles everything—from automation to live agent connection/support/automatic disposition to post-call analysis.
Our automation is not just basic chat or IVR. It allows multimodal interaction, where customers can use voice, visuals, and guided browsing to complete their tasks. If a customer can’t finish the process through automation, a human agent steps in, and the AI continues to help by guiding the agent in real-time throughout the call. This ensures high chance of completing the transaction/sales/issue resolution
After every conversation, HALO Connect uses post-call analytics to learn, improve, and provide deeper insights to the business. It’s already working successfully in large consumer environments, handling a variety of use cases with a rich knowledge base and smooth user experience.
In short, HALO Connect stands out because it’s not just smart—it’s complete, flexible, and proven at scale.
With AI-driven decision-making in lending and credit scoring, how do we prevent biases and discrimination?
To prevent biases and discrimination in AI-driven lending and credit scoring, it’s important to train the systems on clean, diverse, and representative data. The AI models should be regularly tested and monitored to make sure they are not favouring or hurting any particular group. Decisions should be based on financial behaviour and ability to repay, not on personal details like gender, religion, or location. Regular audits and testing are needed to catch and correct any hidden bias. Transparency in how decisions are made, along with continuous learning and updates, helps ensure the system remains fair, accurate, and inclusive for all users.
HALO Connect is described as a scalable solution—how does it adapt to businesses of different sizes and industries?
HALO Connect is designed to work for businesses of all sizes—whether it’s a small company or a large enterprise. It can be easily adjusted based on the number of customers, the type of service, and the industry needs. The platform is flexible, so businesses can start small and grow over time, adding more features as needed. It also supports different use cases—from customer support to sales to service updates—making it useful across industries like banking, insurance, E-Comm, Telecom, Utilities, Retails and more. This ability to scale and adapt makes HALO Connect a reliable solution for many types of businesses.
What regulatory measures should be in place to balance AI innovation and consumer protection in India’s fintech space?
To balance AI innovation and consumer protection in India’s fintech space, we need clear and thoughtful regulations. These should make sure that user data is kept secure and private, especially when it comes to sensitive financial information. AI systems should be fair, transparent, and explainable—meaning users should understand how decisions like loan approvals or credit scores are made.
For example, if someone is denied a loan, they should be able to know why, and not just get a message saying, “not eligible.” This builds trust and helps avoid feelings of unfair treatment.
Regular testing of AI systems and reporting should be mandated to catch errors or bias that may affect certain groups unfairly. There should also be rules that protect users in case of mistakes or misuse—like clear ways to report issues and get support.
At the same time, the regulations should encourage innovation by being flexible, so fintech companies can try new ideas responsibly without too much red tape. With the right balance, India can continue to lead in AI while also keeping consumers safe and informed.
AI is transforming the fintech landscape in India by enhancing user trust through improved security, real-time fraud detection, and personalized support. Solutions like Ubona’s conversational IVR and HALO Connect are making financial services more accessible, especially for underserved populations, while ensuring a seamless user experience. As AI continues to drive innovation, it’s crucial to strike a balance between fostering technological advancements and maintaining strong consumer protection through transparent and fair regulatory practices.
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