Generative Artificial Intelligence has been established as a strategic ally in the collection sector, enabling companies to achieve scalability without compromising quality in service. The technology, which automates processes, analyzes data in real-time, and personalizes interactions, is transforming how organizations deal with relationships with delinquent customers while maximizing return on investment (ROI).
“Companies that can scale efficiently without losing proximity to the customer are ahead in an increasingly competitive market. Generative AI provides a powerful combination of speed, accuracy, and personalization, which translates into measurable results for both companies and consumers,” explains Thiago Oliveira, CEO, and founder of Monest, a company specializing in debt recovery through the collection of debts by a virtual agent named Mia, connected through artificial intelligence. He exemplifies that at Monest, with the use of these technologies, not only does operational efficiency increase, but the use of AI also achieves a 124% higher ROI compared to traditional collection methods.
Check out five ways benefits of using GenIA in this sector:
- Scalability with Consistent Quality
With generative AI, companies can manage massive volumes of interactions while maintaining quality in every conversation. The technology is capable of handling hundreds of simultaneous interactions, ensuring that customers receive quick and consistent responses, something impossible to achieve with human operations alone. An example is the use of virtual agents integrated with WhatsApp, which can achieve 60% CPC (Contact with the Right Person) rates, a result above the sector average.
- Standardization and Assertiveness in Processes
Tasks that once relied on manual processes, such as data tabulation and agreement creation, can now be performed automatically and with greater precision. Errors that could compromise negotiations, such as discounts outside of policy or inconsistencies in information recording, are virtually eliminated.
“The uniformity provided by AI ensures that all interactions follow a standard of excellence, regardless of the volume or complexity of the operation,” Oliveira adds.
- Strategic Personalization in Customer Relationships
Generative AI allows categorizing customer profiles based on data, personalizing approaches and collection strategies. As a result, it is possible to adapt communication according to each customer’s characteristics, increasing the chances of success in negotiations and strengthening the relationship. At Monest, with the use of AI, 59% of agreements are closed within 10 minutes, thanks to the agility and personalized tone provided by the tools.
- Advanced Data Analysis for Strategic Decisions
By transforming qualitative data into quantitative and structuring scattered information, AI offers powerful insights to managers. Detailed analysis allows identifying default patterns, adjusting strategies in real-time, and ensuring decisions are made based on accurate data. This analytical capability not only improves operational efficiency but also reduces costs by avoiding errors that could lead to rework or compliance failures.
- Integrated Compliance and Security
AI-based automation also enhances the compliance and security standards of operations. Computational processes significantly reduce risks associated with human errors, such as typing mistakes, 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 necessary confidence to operate on a large scale,” Oliveira emphasizes.
The CEO of Monest further explains that with generative AI, the role of professionals in the collection sector also evolves. Operators shift towards 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: increased agility, higher credit recovery rates, and reduced operational costs. As the market matures, the trend is for AI to continue expanding its applications, helping companies align growth with operational excellence,” concludes Oliveira.
