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 sought solutions to optimize credit recovery without compromising the consumer experience. In this scenario, AI emerges as a tool for process automation, combined with more empathetic and personalized service.
“The digitalization of the debt collection sector is essential for us to act more assertively and empathetically with consumers. Technology not only optimizes processes but also allows for personalized service, respecting each client’s financial situation,” says Thiago Oliveira, CEO of Grupo Ótima Digital, one of Brazil’s largest distributors of messaging, telecommunications, CPaaS, and proprietary AI.
Through a humanized collection strategy combined with multichannel approaches, it is possible to reduce delinquency 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 is essential for companies that want to improve their credit recovery rates without compromising customer relationships. 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,” highlights 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 ranked in the TOP 10 most downloaded in January 2025, according to AppMagic – which combined estimates from the App Store and Google Play stores.
Given this, the platform facilitates direct communication between companies and consumers in the debt collection market, allowing the sending of reminders about debts and due dates, offering real-time renegotiation options, and sharing payment slips and payment information. This format speeds up the process and makes the customer experience more accessible and less invasive.
“Artificial intelligence integrated with 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 consumers to regularize their financial situation with peace of mind,” concludes Silva.
