Manila, Philippines – Fuse Financing Inc., the lending subsidiary of GCash, is advancing the use of AI to enhance responsible collections practices and customer service standards through an expanded collaboration with AI solutions provider Wiz.AI.
The initiative introduces greater automation across collections operations, with a particular focus on quality assurance to reinforce audit controls and service consistency.
As part of the deployment, voice-based AI technology is being applied to review and analyse recorded customer interactions. Calls are assessed against predefined service benchmarks, supporting oversight of agent conduct and helping ensure interactions remain respectful and aligned with responsible collections principles.
The integration of automated quality assurance is designed to improve operational efficiency while supporting a consistent and customer-focused experience. It also strengthens internal audit processes by providing structured insights into agent performance and identifying areas for continuous improvement, reinforcing the organisation’s stated commitment to safeguarding customer dignity and preventing inappropriate practices.
“Our partnership with Wiz.AI has already transformed how we manage high-volume collection calls, and with this renewed collaboration, we’re excited to explore new frontiers in automation,” Tony Isidro, president and CEO of Fuse Financing Inc, stated.
“By integrating voice AI into our QA processes, we’re not only improving operational efficiency but also ensuring a more consistent and personalised customer experience.”
The collaboration builds on several years of joint work between Fuse Financing and Wiz.AI, during which AI-powered voice automation tools have been introduced to manage high volumes of routine collections calls. These solutions have reduced reliance on manual processes and enabled human agents to concentrate on more complex cases that require judgment, negotiation and empathy.
By applying automation to repetitive and lower-value activities such as payment reminders and basic verification, the technology supports productivity gains while contributing to service quality and accuracy. This approach addresses persistent challenges within the lending sector, including labour-intensive workflows, scalability constraints and the risk of inconsistency in customer interactions.
“This partnership is a testament to the transformative power of enterprise voice AI when applied to visionary financial ecosystems like GCash,” Jianfeng Lu, chief executive officer of Wiz.AI, commented.
“At Wiz.AI, we understand that leaders need more than technology—they need solutions that integrate seamlessly and scale reliably. By expanding into quality assurance, we are jointly setting a new benchmark for digital lending operations across the region.”
The broader adoption of AI across both customer service and quality assurance functions is intended to create a more resilient and sustainable lending operation, combining digital capability with human expertise.
As the partnership develops, Fuse Financing and Wiz.AI continue to focus on strengthening efficiency and accountability in digital lending, supporting the evolution of responsible finance practices in the Philippines.
