Generative Artificial Intelligence has become a strategic ally in the collections sector, enabling companies to achieve scalability without compromising service quality. The technology, which automates processes, analyzes data in real time, and personalizes interactions, is transforming how organizations manage relationships with delinquent customers while enhancing return on investment (ROI).
“Companies that can scale efficiently without losing proximity with customers gain an edge in an increasingly competitive market. Generative AI provides a powerful combination of speed, accuracy, and personalization, translating into measurable results for both businesses and consumers,” explains Thiago Oliveira, CEO and founder of Monest, an asset recovery company that uses an AI-powered virtual agent named Mia for debt collection. He points out that at Monest, the use of these technologies not only increases operational efficiency but also achieves an ROI 124% higher compared to traditional collection methods.
Discover five benefits of using GenAI 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 can handle hundreds of simultaneous customer interactions, ensuring clients receive fast and consistent responses—something impossible to achieve with human operations alone. An example is the use of virtual agents integrated with WhatsApp, which achieve a 60% CPC (Contact with the Right Person) rate, a result above the industry average.
- Standardization and Accuracy in Processes
Tasks that previously relied on manual processes, such as data tabulation and agreement drafting, can now be automated with greater precision. Errors that could jeopardize negotiations—like discounts outside policy limits or inconsistencies in information recording—are virtually eliminated.
“The uniformity provided by AI ensures all interactions follow a standard of excellence, regardless of volume or operational complexity,” adds Oliveira.
- Strategic Personalization in Customer Relationships
Generative AI enables the categorization of customer profiles based on data, personalizing collection approaches and strategies. This allows communication to be tailored to each customer’s traits, increasing negotiation success rates and strengthening relationships. At Monest, with AI, 59% of agreements are closed within 10 minutes due to the speed and personalized tone of the tools.
- Advanced Data Analysis for Strategic Decisions
By transforming qualitative data into quantitative and structuring scattered information, AI provides powerful insights for managers. Detailed analysis helps identify delinquency patterns, adjust strategies in real time, and ensure decisions are based on accurate data. This analytical capacity not only improves operational efficiency but also reduces costs by preventing errors that could lead to rework or compliance failures.
- Integrated Compliance and Security
AI-driven automation also raises operational compliance and security standards. Computational processes significantly reduce risks associated with human errors—such as typos—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 trust needed to operate at scale,” emphasizes Oliveira.
Monest’s CEO further explains that with generative AI, the role of professionals in the collections sector evolves. Operators focus on more strategic negotiations, while managers adopt a more analytical approach, using tools to maximize results.
“For companies that have already implemented the technology, the benefits are clear: greater 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.
