#FinancePH - When Tech Learns to Care: How Smarter AI Is Quietly Changing the Way We Borrow

We’ve all had that moment: the phone rings, and you brace yourself for a collections call that you already know won’t be pleasant. It’s one of those universal experiences we don’t really talk about—but maybe we should. Because what Fuse is doing right now? It’s something that puts people, dignity, and empathy back at the center of the conversation.

Fuse has been working with Wiz.AI for years now, but their latest move goes beyond just making reminders more efficient. They’re bringing voice‑powered AI into the Quality Assurance side of customer calls—not to replace people, but to support them. Imagine AI (the helpful kind) listening in on recorded conversations and flagging moments where things could be gentler, clearer, or simply more humane. That’s the direction they’re heading.

What struck me most was how the company talks about it: not in cold, technical buzzwords, but with a real emphasis on respect. Tony Isidro, Fuse’s president and CEO, shared that the goal isn’t just smarter systems—it’s ensuring no customer ever feels harassed or mistreated. And honestly? That matters. A lot.

Their long-time partner Wiz.AI has already helped them automate those routine, repetitive calls that used to flood the workday of human agents. Now, those same agents can focus on conversations that truly require human warmth—negotiation, empathy, problem-solving—things no algorithm can ever fully replicate.

And with this new leap into AI-backed call audits, Fuse is trying to solve one of the oldest headaches in the lending world: doing more without compromising kindness. More consistency. Fewer errors. Less burnout. All while treating borrowers like the real, complex humans they are.

I love when technology chooses to soften the world instead of hardening it. And this collaboration between Fuse and Wiz.AI feels like one of those promising signs that modern finance doesn’t have to be cold. It can be thoughtful. Fair. Even compassionate.

If this is the direction lending is headed—smarter systems paired with more mindful service—I’m absolutely here for it. 

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