- DPDDays Past Due
- The number of days a borrower is overdue on an EMI. Collections strategies and tone differ across DPD buckets (e.g., 1–30, 31–60, 60+).
- NPANon-Performing Asset
- A loan classified as non-performing when interest or principal is overdue beyond a regulator-defined window (typically 90 days for banks).
- RPCRight-Party Contact
- Confirmation that the call has reached the borrower (not a relative or stranger). Required before substantive collections conversations.
- PTPPromise-to-Pay
- A verbal or written commitment by a borrower to pay a specified amount by a specified date. Should be captured verbatim with date, amount and customer's words.
- KYCKnow Your Customer
- The verification process required by RBI for opening or maintaining a banking or lending relationship — identity, address and document checks.
- DPDPDigital Personal Data Protection Act, 2023
- India's primary data protection law — covers consent, purpose limitation, data minimisation and breach reporting for personal data.
- RBIReserve Bank of India
- India's central bank and the primary regulator for banks and NBFCs.
- NHBNational Housing Bank
- Regulator for housing finance companies in India.
- ASRAutomatic Speech Recognition
- Speech-to-text conversion. OZOO.ai Post-Call Analytics runs ASR in Hindi, Hinglish and English with speaker separation.
- Hinglish
- Code-mixed Hindi-English speech as commonly used in Indian customer conversations. Requires native multilingual ASR, not language fallback.
- DNDDo Not Disturb
- Regulatory and operational lists that exclude certain numbers from outbound marketing or collection calls. Must be respected at the dialler and agent layer.
- BAABusiness Associate Agreement
- A HIPAA contract between a covered entity and a service provider that handles protected health information. OZOO.ai offers BAA for HIPAA-eligible workloads.
- Balance Transfer (BT)BT intent
- Customer intent to move an outstanding loan from one lender to another, typically driven by interest rate. A critical retention signal.
- CSATCustomer Satisfaction Score
- Post-interaction score capturing customer satisfaction. Surfaced from voice and chat conversations by Post-Call Analytics.