GCash lending arm Fuse advances AI use to strengthen responsible collections practices and protect customer dignity

Fuse Financing Inc., the lending arm of GCash, is enhancing its customer servicing as it expands its strategic partnership with artificial intelligence (AI) solutions provider Wiz.AI, automating key processes within its collections operations, particularly Quality Assurance (QA) to strengthen the audit process and overall service quality.

 

Leveraging the expertise of Wiz.AI, voice AI will review and assess call recordings, evaluating performance based on service quality. This integration will help ensure that human agents remain respectful and uphold the company’s commitment to fair and responsible collection 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. By integrating voice AI into our QA processes, we’re not only improving operational efficiency but also ensuring a more consistent and personalized customer experience,” said Tony Isidro, president and CEO of Fuse Financing Inc.

 

“This innovation will also support our audit process to ensure our agents remain responsible, while helping us gain insights into how we can further enhance the way we serve our customers and continuously improve our service. We highly value our customers’ dignity and maintain zero tolerance for harassment or abusive practices,” Isidro added.

 

Over the past three years, the lending arm of the country’s leading finance super app, GCash, and Wiz.AI have worked together to deploy VoiceBot, an AI-powered voice automation tool that handles high-volume, routine collection calls. The solution has reduced the heavy manual workload, allowing agents to focus on more complex and high-value customer concerns that require human interaction.

 

This marks a major step toward solving one of the lending industry’s biggest challenges: labor-intensive processes– while enhancing scalability,  reducing errors, and improving the overall customer experience.

 

Wiz.AI’s technology enables the lending arm to offload repetitive, lower-value tasks from human agents, such as making reminder calls or verifying information. This allows agents to focus on complex customer interactions that require empathy, negotiation, or deeper problem-solving—improving both productivity and service quality.

 

“Fuse's success in leveraging voice AI is a perfect example of how the GCash ecosystem uses smart technology to solve core friction points for financial inclusion,” said Pebbles Sy, chief technology and operations officer of Mynt, the parent company of GCash. “This partnership ensures our lending platform is scalable, trustworthy, and efficient, allowing us to safely serve millions more Filipinos.”

 

“This partnership is a testament to the transformative power of enterprise voice AI when applied to visionary financial ecosystems like GCash. At WIZ.AI, we’ve built our reputation as the most trusted  AI partner because 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,” said Jianfeng Lu, Wiz.AI chief executive officer.

 

By integrating automation into both its customer service and QA functions, Fuse is directly addressing the industry’s biggest bottlenecks: limited capacity, high cost, and inconsistent quality. The result is a more scalable, accurate, and sustainable lending operation that combines digital precision with human expertise.

 

As Fuse Financing and Wiz.AI continue to expand their collaboration, both companies remain focused on creating a future where lending is not only faster and more efficient but also smarter, setting new standards for digital finance in the Philippines.

 

For more information, please visit www.gcash.com.

 

 

 

 

About GCash

GCash is the Philippines’ #1 Finance Super App and Largest Cashless Ecosystem. Through the GCash App, users can easily purchase prepaid airtime; pay bills via partner billers nationwide; send and receive money anywhere in the Philippines, even to other bank accounts; purchase from over 6 million partner merchants and social sellers; and get access to savings, credit, loans, insurance and invest money, and so much more, all at the convenience of their smartphones. Its mobile wallet operations are handled by G-Xchange, Inc. (GXI), a wholly-owned subsidiary of Mynt, the first and only $5 billion unicorn in the Philippines.

GCash is a staunch supporter of the United Nations Sustainable Development Goals (SDGs), particularly UN SDGs 5,8,10, and 13, which focus on safety & security, financial inclusion, diversity, equity, and inclusion as well as taking urgent action to combat climate change and its impacts, respectively.