Generative Artificial Intelligence has established itself as a strategic ally in the collections sector, allowing companies to achieve scalability without compromising service quality. The technology, that automates processes, analyzes data in real time and personalizes interactions, is transforming the way organizations handle relationships with delinquent customers, while enhancing the return on investment (ROI).
"Companies that manage to scale efficiently", without losing proximity to the customer, stand out in an increasingly competitive market. Generative AI provides a powerful combination of speed, assertiveness and personalization, that translates into measurable results for both companies and consumers, explain Thiago Oliveira, CEO and founder of Monest, asset recovery company through debt collection by a virtual agent named Mia, connected by artificial intelligence. He exemplifies that, in Monest, with the use of these technologies, in addition to increasing operational efficiency, with the use of AI also achieve a 124% higher ROI compared to traditional collection methods.
Check out five ways that GenIA benefits this sector:
- Scalability with Consistent Quality
With generative AI, companies can manage massive volumes of interactions while maintaining quality in each conversation. The technology is capable of handling hundreds of simultaneous services, ensuring that customers receive quick and consistent responses, something impossible to achieve only with human operations.An example is the use of virtual agents integrated with WhatsApp, that can achieve rates of 60% in CPC (Contact with the Right Person), an above-average result in the sector.
- Standardization and Assertiveness in Processes
Tasks that previously depended on manual processes, how data tabulation and the creation of agreements, now they can be carried out automatically and with greater accuracy. Errors that could compromise negotiations, such discounts outside the policy or inconsistencies in the information record, are practically eliminated
"The uniformity provided by AI ensures that all interactions follow a standard of excellence", regardless of the volume or complexity of the operation, adds Oliveira
- Strategic Personalization in Customer Relationships
Generative AI allows for categorizing customer profiles based on data, customizing collection approaches and strategies. With that, it is possible to adapt communication according to the characteristics of each client, increasing the chances of success in negotiations and strengthening the relationship. In Monest, with the use of AI, 59% of deals are closed in up to 10 minutes, thanks to the agility and personalized tone provided by the tools
- Advanced Data Analysis for Strategic Decisions
When transforming qualitative data into quantitative and structuring dispersed information, AI provides powerful insights for managers. The detailed analysis allows for the identification of default patterns, adjust strategies in real time and ensure that decisions are made based on accurate data. This analytical capability not only improves the efficiency of operations, but also reduces costs by avoiding mistakes that could lead to rework or compliance failures.
- Integrated Compliance and Security
AI-based automation also raises the standard of compliance and security of operations. Computational processes significantly reduce the risks associated with human errors, like typing errors, while ensuring the protection of sensitive data
"Security is a priority in any operation involving financial data". Well-implemented AI tools ensure not only efficiency, but also the confidence needed to operate on a large scale,"highlights Oliveira"
The CEO of Monest also explains that, with generative AI, the role of professionals in the collections sector is also evolving. Operators are starting to focus on more strategic negotiations, while managers adopt a more analytical approach, using tools to enhance results
"For companies that have already implemented the technology", the benefits are clear: greater agility, increase in credit recovery rates and reduction in operational costs. As the market matures, the trend is that AI will continue to expand its applications, helping companies align growth with operational excellence, finishes Oliveira
