The advancement of artificial intelligence has transformed various sectors, and the debt collection market is no exception. With the growing number of indebted Brazilians – 73.51 million people, according to the latest Serasa survey – companies in the sector have been seeking solutions to optimize credit recovery without compromising the consumer experience. In this scenario, AI emerges as a tool for process automation, coupled with a more empathetic and personalized service.
“The digitization of the debt collection sector is essential for us to act more assertively and empathetically with consumers. Technology not only streamlines processes, but also allows for personalized service, respecting the financial situation of each client,” says Thiago Oliveira, CEO of Grupo Ótima Digital, one of the largest distributors of messaging in Brazil, telecommunications, CPaaS, and proprietary AI.
Through the strategy of humanized debt collection, combined with multichannel capabilities, it is possible to reduce default rates and improve the relationship between companies and consumers. The use of chatbots, virtual agents, and intelligent platforms allows customers to choose the most convenient service channel, such as WhatsApp, SMS, email, or phone, ensuring a less invasive and more accessible process.
“Multichannel capabilities are essential for companies looking to improve their credit recovery rates without compromising their relationship with customers. Our goal is to transform debt collection into a more efficient and friendly process, allowing consumers to regularize their finances in an accessible and fair manner,” emphasizes the executive.
Among the channels used, WhatsApp has established itself as an effective tool within the multichannel strategy. With over 200 million active users in Brazil, the app was among the top 10 most downloaded in January 2025, according to AppMagic – which aggregated estimates from the App Store and Google Play.
In this context, the platform facilitates direct communication between companies and consumers in the debt collection market, allowing for reminders about debts and due dates, offering real-time renegotiation options, and sharing payment slips and information. This format streamlines the process and makes the customer’s experience more accessible and less invasive.
“Integrated artificial intelligence in channels like WhatsApp makes customer service faster, more efficient, and more humanized. The idea is for debt collection to no longer be seen as a negative process but rather as an accessible solution for the consumer to regularize their financial situation peacefully,” concludes Silva.
