Humanized collection: how AI is helping credit recovery

The advancement of artificial intelligence has transformed several sectors, and the collection market is no exception. With the growing number of indebted Brazilians 73.51 million PEOPLE, according to the latest survey of Serasa IO, companies in the sector have sought 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 digitalization of the collection sector is fundamental so that we can act more assertively and empathically with consumers. The technology not only optimizes processes, but also allows a personalized service, respecting the financial moment of each” client, says Thiago Oliveira, CEO of Grupo Optima Digital, one of the largest distributors of messaging in Brazil, telecommunications, CPaaS and proprietary AI. 

Through the humanized billing strategy, combined with multichannel, it is possible to reduce default 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.

“A multichannel is critical for companies that want to improve their credit recovery rates without compromising the relationship with customers. Our goal is to transform billing into a more efficient and friendly process, allowing consumers to regulate their finances in an affordable and fair manner”, says the executive.

Among the channels used, WhatsApp has consolidated itself as an effective tool within the multichannel strategy. With more than 200 million active users in Brazil, the application was in the TOP 10 of the most downloaded in January 2025, according to AppMagic 'SE which added estimates of the App Store and Google Play stores.

Therefore, the platform facilitates direct communication between companies and consumers in the collection market, allowing the sending of reminders about debts and salaries, offering real-time renegotiation options and the sharing of slips and payment information. This format streamlines the process and makes the customer experience more accessible and less invasive.

“A artificial intelligence integrated into channels such as WhatsApp makes the service faster, more efficient and humanized. The idea is that charging is no longer seen as a negative process and becomes an affordable solution for the consumer to regulate their financial situation with EASE”, concludes Silva.