Vaibhav Goyal on Agentic AI and Agentic Experience Design | BITSDES

Spirit AI and Lending Operations
📌 Spirit AI focuses on solving key problems in lending, specifically in the collections segment, which is crucial for lending business success.
💰 In India, lenders spend approximately ₹50,000 (INR) on collections, with 80-85% of this going to collection agencies, indicating a highly fragmented, people-centric industry with low tech adoption.
⚙️ Spirit AI developed Prediction AI, an agentic AI solution targeting small ticket, high-frequency loans (under ₹5 lakhs), aiming to serve underserved segments and reduce unsecured risk.

Prediction AI's Agentic Architecture and Competition
🤖 The core value proposition of Prediction AI is its AI-native dual agent architecture: 'Supervisory' agents that devise strategies and 'Worker' agents that execute collection tasks, mimicking the supervisor/worker model of traditional agencies.
🆚 Spirit AI differentiates from traditional Collection CRMs (which are only 10-15% of the spend) and broad Conversational AI providers by being vertically focused on collections, incorporating domain-specific knowledge and language models into its multi-agentic play.
⏱️ A major technical hurdle in real-time voice agents is achieving sub-second latency for speech-to-text, LLM processing, and text-to-speech conversion to maintain a natural conversation flow.

Ethics, Compliance, and the Indian AI Landscape
⚖️ AI agents are trained on ethical guidelines and best practices to ensure compliance (e.g., RBI's fair practices) and handle stressful conversations politely, avoiding human emotional reactions.
🗣️ Ethics compliance is enforced by disclosing that the caller is an AI and obtaining consent, leading to a process that is more ethical and regulator-friendly than traditional human collection methods.
💡 India is positioned as the "global AI garage" due to its large developer talent pool, abundant data sources from digitalization, and growing infrastructure support (AI Mission).

The Future of Agentic Experience (AX) in Design
🧠 Agents are defined as having mind plus hands and legs—they can think, reason, plan, execute tasks, and report back, unlike static chatbots.
🔄 The shift is from Generative AI (content generation) to Agentic AI (executing work), where agents decompose complex goals into manageable tasks using tools autonomously.
🌟 Agentic Experience (AX) aims to replicate the high-context, personalized relationship of physical agents (like a family doctor or trusted travel agent) that traditional static UIs lack, focusing on proactive, context-aware service delivery.
🚫 For designers, the key challenge is eliminating cognitive load ("Don't Make Me Think") by moving towards No UI, where voice becomes the primary interface, enabling deeply personalized and effortless user journeys.

Key Points & Insights
➡️ Collections are the critical bottleneck in lending; automating this inefficient, people-centric process with AI offers massive cost and efficiency gains.
➡️ To compete globally, Indian companies should prioritize an "India-first, then globalize" strategy, leveraging unique domestic challenges (diversity, pricing) as grounds for building superior, localized AI models.
➡️ Designers must shift focus from static UIs to Agentic Experiences (AX), designing systems that remember context and requirements so users no longer need to traverse the same paths or answer the same questions repeatedly.
➡️ The ultimate design goal, especially in voice interfaces, should be "No UI"—eliminating clutter and fixed menus by allowing natural conversation to fulfill user requirements immediately and proactively.

📸 Video summarized with SummaryTube.com on Nov 17, 2025, 10:27 UTC