NDA-protected Financial Services Company
AI-powered Debt-Collection Assistant
Time:
2024
Team:
7
Industy:
AI
Engagement model:
Dedicated Team
Technology Stack
About the client
A financial services provider offering direct customer financing for small and medium-sized businesses (SMBs). The collections team was struggling with low engagement and high volumes of customer complaints.
Objectives
- Increase the rate of successful debt recovery.
- Reduce customer complaints and regulator escalations.
- Make the debt collection process smoother and less irritating for customers.
Solution
An AI-powered Debt-Collection Assistant was developed and integrated into the client’s operations.
Key Features:
- Behavior-based segmentation to determine the best communication channel, tone, and timing.
- An AI voice/chat agent capable of:negotiating promises-to-pay, waiving fees according to policy, capturing consent for card payments.
Results
- 2× increase in debt recovery rates
- 50% drop in customer complaints
- Significant reduction in regulator-related escalations
Business Value
The AI solution empowered the client to recover significantly more debt while reducing friction with customers. By automating time-consuming interactions and using behavioral data to guide outreach, the company improved operational efficiency, compliance, and customer satisfaction—all while maintaining full data security under NDA restrictions.
