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GCash’s lending arm Fuse integrates automated solutions to evaluate and improve its operations.
Editor’s Note: This press release is sponsored by GCash and was handled by BrandRap, the sales and marketing arm of Rappler. No member of the news and editorial team was involved in the publication of this piece.
Fuse Financing Inc., the lending arm of GCash, is strengthening its customer service as it expands its strategic partnership with artificial intelligence (AI) service provider Wiz.AI, automating key processes in its collections operations, particularly Quality Assurance (QA) to enhance the review process and overall service quality.
Using Wiz.AI’s expertise, voice AI will review and evaluate call recordings, evaluating performance based on quality of service. 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 changed the way we manage high-volume collection calls, and with this renewed partnership, we’re excited to explore new frontiers in automation. By integrating voice AI into our QA processes, we not only improve operational efficiency but also ensure a consistent and personalized customer experience,” said Tony Isidro, president and CEO of Inc. Fuse Finan.
“This innovation will also support our audit process to ensure our agents remain accountable, while helping us gain insights into how we can further improve the way we serve our customers and continue to improve our services. We value the dignity of our customers and maintain zero tolerance for harassment or abuse,” Isidro added.
Over the past three years, leading financial software lender GCash and Wiz.AI have worked together to deploy VoiceBot, an AI-powered voice automation tool that handles high-pitched, routine collection calls. The solution has reduced manual workloads, allowing agents to focus on the most complex and high-value customer problems that require human interaction.
This marks a major step toward solving one of the lending industry’s biggest challenges: labor-intensive processes—while enhancing flexibility, reducing errors, and improving the overall customer experience.
Wiz.AI technology enables the lending arm to offload repetitive, low-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 deep problem solving—improving productivity and service quality.
“Fuse’s success in voicing AI is a perfect example of how the GCash ecosystem is leveraging smart technology to solve key friction points for financial inclusion,” said Pebbles Sy, chief technology and operations officer of Mynt, GCash’s parent company. “This partnership ensures our lending platform is robust, reliable, and efficient, allowing us to safely serve millions more Filipinos.”
“This partnership is a testament to the transformative power of business voice AI when applied to 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 add reliability. By expanding into digital quality assurance, we’re establishing shared quality assurance across the board,” said Jianfeng Lu, chief executive officer of Wiz.AI.
By integrating automation into its customer service and QA functions, Fuse directly addresses the industry’s biggest obstacles: limited capacity, high cost, and inconsistent quality. The result is a more robust, accurate and sustainable lending operation that combines digital precision with human expertise.
As Fuse Financing and Wiz.AI continue to expand their partnership, 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 financing in the Philippines.
For more information, please visit www.gcash.com. – Rappler.com
