Reimagining outbound: Oro’s journey to scalable, multilingual growth with 8loop

Oro enables gold loans for banks, NBFCs and other lenders across markets in India like Chennai, Andhra Pradesh, Telangana, Bangalore and Pune. Outbound calling is a big part of Oro's new customer funnel. But as the business started to scale, new challenges started to emerge:

1. Inefficient growth - While call volumes scaled, the conversions didn’t scale proportionately with. Most of the bandwidth went into calls that didn’t convert
2. Operational bottlenecks - Each new caller adds overhead like training, supervision, QA, compliance, slowing things down as this is a high attrition function
3. Regional talent constraints - Every new city meant new language and staffing hurdles
4. Poor and inconsistent experience - Cold, inconsistent interactions eroded trust and diluted Oro’s brand
5. Employee attrition - Repeated rejection means lower morale, making it harder to keep teams stable

8loop’s custom solution for Oro: AI as a frontline caller

Oro partnered with 8loop(Eightloop) to redesign its outbound model, making AI the first line of conversation.

Through rapid integration into Oro’s existing telephony system, 8loop enabled AI to handle the opening dialogue in local languages, filter out unqualified leads, and pass only warm, high-intent prospects to human agents. This shifted human effort from volume to value while removing operational bottlenecks.

• AI qualifies every lead - greeting prospects in the vernacular languages of the prospects, be it Tamil, Telugu, Hindi or Marathi, checking for loan interest and eligibility.
• Warm handoffs only - once intent is clear, calls transfer seamlessly to a human agent with full context.
• Multilingual scale - the AI removes language bottlenecks, making expansion into regions like Pune feasible without hiring large vernacular teams.
• Seamless integration - 8loop worked directly with Oro’s current telephony system, ensuring rapid go-live and outcomes without disrupting operations.

The impact: unlocking efficiency and higher morale

Since rollout in Chennai and Hyderabad, Oro has seen clear improvements:

• Higher appointment throughput - more daily appointments from the same lead volume. 2 callers are now able to do what previously 31 callers were able to wrt productivity
• 3x more customers engaged per day without adding headcount
• Lower acquisition cost - cost per converted customer reduced by 70%.
• Agent morale and retention - fewer rejections, more meaningful work.

A roadmap for AI-led customer experience

With the first phase delivering more efficient lead conversion, Oro and 8loop are now focused on scaling the impact across the full customer journey.

• Faster growth at lower marginal cost - moving toward fully automated flows where AI can qualify prospects, handle objections, and book appointments directly, enabling Oro to grow without adding headcount.
• Higher customer satisfaction and retention - extending automation into support so customers instantly get answers about balances, payments, or gold redemption, reducing friction and improving trust.
• Healthier portfolio performance - using AI for proactive reminders on renewals and collections, keeping repayment on track and strengthening unit economics.

The goal: faster growth, higher satisfaction, and healthier portfolio performance - without the operational bottlenecks of traditional models.

The next phase is about creating a customer experience that is swift, more reliable, and more scalable. The goal of AI is to augment the agents’ efforts, helping the best people get better and automating parts that lead to energy and efficiency leakage.

“Our goal of AI integration was to see how our top callers can become 10X more productive. Outbound calling is essential for our business, but scaling headcount linearly is not practical. Hiring comes with administrative challenges and overheads, and we continuously look for ways to reduce that. AI-led calling has shown promise. It helps us qualify better, convert better and keep caller morale high. 8loop has been an incredible partner in understanding the business nuances and shaping the right hypotheses that made these agentic flows work.” said Parth and Rakesh, co-founders of Oro.