AI FEATURE · BORROWER JOURNEY
SERVE EVERY BORROWER IN THEIR LANGUAGE.
OneFin's Multilingual Journey delivers the complete loan application experience in 11 Indian languages - from the first screen through disbursal. The translation runs on the platform, so there is nothing to rebuild when your loan journey changes.
THE PROBLEM
VERNACULAR LENDING IS A COMPLIANCE NEED, NOT JUST UX.
For NBFCs operating in non-metro markets, microfinance, or any segment where borrowers are not English-proficient, the loan application journey creates a visible operational problem. Field agents verbally translate forms for borrowers, introducing inconsistency and leaving no audit record. Borrowers attempting a digital journey without language support simply abandon it - and that drop-off rarely shows up in any dashboard.
Adding multilingual capability has traditionally meant a localization project: separate pages built and maintained for each language, retranslated every time the loan journey changes. The engineering cost and ongoing upkeep mean most mid-market NBFCs either defer the investment entirely or address only Hindi.
Regulatory Requirement
The RBI (Non-Banking Financial Companies - Responsible Business Conduct) Directions, 2025, issued November 28, 2025, apply to all NBFCs with customer interface. Clauses 10, 13, and 15 require all borrower communications, sanction letters, and notices of any change in loan terms to be in the vernacular language or a language the borrower understands. Clause 29 carries the same requirement for the Key Fact Statement.
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COMPLIANCE EXPOSURE
Loan disclosures - the Key Fact Statement, terms and conditions, and sanction letter - must be in a language the borrower understands. This requirement is active and being enforced.
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BORROWER DROP-OFF
Non-English borrowers in a digital journey either abandon the process or rely on a field agent. Both outcomes are hard to measure and expensive at scale.
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MAINTENANCE OVERHEAD
Every change to a loan application form - a new field, updated copy, a revised section - has to be re-translated and re-tested across every language supported. The cost accumulates.
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RISK OF DATA ERRORS
When borrowers or agents rely on browser-based translation or manual workarounds, the text the borrower sees can diverge from what the system records, creating reconciliation problems downstream.
HOW IT WORKS
PLATFORM-LEVEL TRANSLATION. NO FRONTEND REBUILDS.
The loan application sends a language preference to the platform. OneFin handles translation, storage, and delivery - so the borrower sees their selected language and nothing else in the system changes.
1
LANGUAGE SELECTION
The borrower selects their preferred language. The platform receives this preference alongside the standard page request.
LOAN APPLICATION
2
INSTANT DELIVERY
The platform checks whether this page has already been translated into that language. If it has, the translated version is served immediately.
TRANSLATION CACHE
3
TRANSLATION AND STORAGE
For any text not yet translated, the platform translates it via AWS machine translation and saves the result. The same phrase, once translated, is reused every time it appears.
AWS TRANSLATION
4
AUTOMATIC UPDATES
When a page is created or updated, all 11 languages are prepared in the background before any borrower requests them. No manual step is required.
BACKGROUND TRANSLATION
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BUILT-IN RELIABILITY
If translation is unavailable for any reason, the platform serves the English version without interrupting the borrower's journey. The application continues; the issue is logged for review.
TRANSLATION WITHOUT DISRUPTION
WHAT THE BORROWER SEES CHANGES. EVERYTHING ELSE STAYS THE SAME.
A common concern with any translation layer is that changing visible text could affect how the form behaves. OneFin's approach separates user-facing content from the underlying form logic before translation runs. The two never interact.
✦ WHAT GETS TRANSLATED
✓ Field labels -- the text a borrower reads next to each input, such as "Monthly Income" or "Date of Birth"
✓ Section headings and titles -- the titles that introduce each part of the application
✓ Placeholder text -- the example or prompt text shown inside empty input fields
✓ Button and action labels -- "Next," "Submit," "Save and continue," and similar controls
✓ Help text and tooltips -- guidance shown when a borrower needs to understand what a field is asking for
✓ Descriptions and instructions -- any explanatory text shown to the borrower during the application
🔒 WHAT STAYS EXACTLY AS IT IS
– Form logic and validation rules -- the conditions that determine whether a field is required, what values are accepted, and when errors appear
– Data submitted to the platform -- borrower-entered values are recorded exactly as entered, regardless of the display language
– Field connections and integrations -- the links between form fields and downstream systems, bureau checks, and document requirements
– Conditional logic -- rules that show or hide sections based on borrower inputs, such as employment type or loan product selected
– Layout and page structure -- the visual arrangement, field ordering, and step flow of the application
Why this matters operationally: A lender configuring a loan journey in the OneFin platform does so once, in English. Adding a field to a form does not require a separate translation step for each language - the translation runs automatically and applies to every new page or update.
KEY CAPABILITIES
WHAT THE SYSTEM DOES, AND HOW IT'S BUILT TO HOLD UP.
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11 INDIAN LANGUAGES
The full journey is available across 11 languages, covering the major linguistic regions where NBFCs and MFIs operate. All languages are delivered on the same platform with no additional setup required per language.
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PRE-TRANSLATED AND READY
Translations are prepared in the background as soon as a loan journey page is created or updated - before any borrower requests them. By the time the first borrower selects a language, the translated version is already waiting. There is no delay at the point of use.
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PHRASE REUSE ACROSS THE JOURNEY
Any phrase translated once - across any page in the loan journey - is stored and reused wherever that same phrase appears again. Common labels, buttons, and instructions are not retranslated for every page they appear on, keeping translation costs low as the journey grows.
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HUMAN REVIEW FOR ACCURACY
Machine translations can be reviewed and corrected by the lender's team. A corrected translation is saved and applied automatically across every page where that phrase appears, without requiring a page-by-page update.
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SEPARATE CONFIGURATION PER LENDER
Each lender's translations are stored and managed independently. Translation corrections made for one NBFC's loan journey do not affect any other lender's configuration. Customisations stay within the organisation.
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UNINTERRUPTED IF TRANSLATION FAILS
If translation is unavailable for any reason, the platform delivers the English version of the page instead. The borrower's application continues without disruption, and the issue is logged for the lender's operations team to review.
PLATFORM INTEGRATION
RUNS ON THE EXISTING LOAN JOURNEY, NOT ALONGSIDE IT.
Multilingual Journey is built into OneFin's LOS. Loan journey pages are configured once in the platform, and translation runs automatically from that point forward - with no parallel set of pages to maintain.
OneFin Lending Platform
INPUT · LOS
LOAN JOURNEY PAGES
Form fields and labels
Section headings and titles
Button and action text
Help text and guidance
Error and validation messages
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ONEFIN AI
MULTILINGUAL JOURNEY
Identifies borrower-facing text
Translates via AWS machine translation
Stores and reuses translated phrases
Delivers in the borrower's language
Falls back to English if needed
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OUTPUT · BORROWER
BORROWER'S DEVICE
Full journey in selected language
Form behaviour unchanged
Submitted data recorded as entered
Consistent across all 11 languages
No additional setup per language
When a lender adds or modifies a page in the loan journey, translated versions are updated in the background without any additional action. The English configuration remains the single source of record.