Fintech invests over R$20 million in AI and reduces defaults by R$35 million

Fintech TMB, a company specializing in installment payments and solutions for information producers, recorded a 22% revenue increase after implementing an artificial intelligence (AI) solution in its collections department. The change, which increased payment effectiveness by 35%, has directly impacted the company's results.

Reinaldo Boesso, the company's CEO, explains that the collections operation is intensive. With a base of approximately 400,000 students, the call center makes, on average, five calls per customer per day. "The volume of calls is enormous, and this volume was only managed with the support of our AI technology," he highlights.

The artificial intelligence solution was implemented with three main objectives: to establish a smart ruler for personalized customer service, to provide instant feedback—through audio analysis that assesses 10 aspects of the approach—and to promote ongoing training based on this data. With this approach, operational efficiency increased by 2,721 TP3T and the average collection resolution time was reduced by 871 TP3T.

According to Boesso, this scenario allowed for a 22% increase in revenue, just by making this change in billing. “Today, TMB There is no installment or setup, we only earn when we are able to receive from students, so the impact is direct. 

The executive also points out that the fintech's goal is to keep delinquency below 10%, an objective he says will provide greater peace of mind for customers when dealing with the company. "Many still have some concern about delinquency."

"Today, AI not only recovers payments, but also trains the company's team, evaluating scripts and automatically training those with below-average performance," the CEO emphasized, emphasizing the role of the dedicated Collections Research and Development team, which conducts weekly A/B tests to improve processes and results.

The substantial investment of over R$1.4 billion, made in 2024, covered technology, training, and employee development, reinforcing the company's commitment to innovation and continuous process improvement. "This technological strategy enabled us to optimize cash flow and also reduced operational barriers, contributing to increased customer confidence in the fintech's billing system," says Reinaldo.

The trajectory outlined by Boesso demonstrates how the integration of digital solutions and data analysis can transform traditional processes, contributing to the company's competitiveness and sustainable growth in a challenging market.

In addition to significant revenue results, TMB's technology strategy has generated positive repercussions in the business environment. Through the integration of advanced digital solutions, the fintech has also increased customer satisfaction rates. "By reducing collection resolution times and optimizing service, we've been able to establish a more transparent and trustworthy relationship with our partners," he concludes.

This approach, based on artificial intelligence, has served as a model for other companies in the sector, demonstrating how innovation can transform traditional processes and boost competitiveness in a challenging economic environment.

Looking ahead, TMB is committed to expanding its portfolio of financial solutions, aiming to consolidate its market position and meet the demands of content creators. The substantial investment in training, technology, and continuous development also seeks to expand growth opportunities for information producers. With the goal of diversifying products and establishing strategic partnerships, the fintech company is exploring new horizons to transform the dynamics of credit in the sector, reaffirming its commitment to innovation and financial sustainability.