Generative Artificial Intelligence has established itself as a strategic ally in the collection sector, allowing companies to achieve scalability without compromising quality in service. Technology, which automates processes, analyzes data in real time and personalizes interactions, is transforming the way organizations deal with the relationship with delinquent customers, while enhancing return on investment (ROI).
“Companies that can scale efficiently, without losing proximity to the customer, come out ahead in an increasingly competitive market.Generative AI provides a powerful combination of speed, assertiveness and customization, which translates into measurable results for both companies and consumers”, explains Thiago Oliveira, CEO and founder of Monest, an asset recovery company through debt collection by a virtual agent called Mia, connected by artificial intelligence. He exemplifies that, at Monest, with the use of these technologies, in addition to increasing operational efficiency, with the use of AI also achieve a ROI 124% superior billing methods in comparison.
Check out five ways GenIA benefits in this industry:
- Scalability with Consistent Quality
With generative AI, companies can manage massive volumes of interactions while maintaining quality in each conversation. The technology is able to conduct hundreds of simultaneous calls, ensuring that customers receive fast and consistent responses, something impossible to achieve only with human operations. An example is the use of virtual agents integrated with WhatsApp, which can achieve 60% rates in CPC (Contact with the Right Person), an above average result in the industry.
- Standardization and Assertiveness in Processes
Tasks that once relied on manual processes, such as tabulating data and creating agreements, can now be performed more accurately and automatically. Errors that could compromise trades, such as out-of-policy discounts or inconsistencies in information logging, 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, adds Oliveira.
- Strategic Personalization in Customer Relationship
Generative AI allows you to categorize customer profiles based on data, customizing billing approaches and strategies. With this, it is possible to adapt the communication according to the characteristics of each client, 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 data and structuring dispersed information, AI delivers powerful insights for managers.Detailed analysis enables you to identify default patterns, adjust strategies in real time, and ensure decisions are made based on accurate data.This analytical capability not only improves the efficiency of operations, but also reduces costs by avoiding errors that could lead to rework or compliance failures.
- Integrated Compliance and Security
AI-based automation also raises the bar for compliance and security of operations.Computer processes significantly reduce the risks associated with human errors, such as typing failures, 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 confidence needed to operate at scale,” Oliveira points out.
The CEO of Monest also explains that with generative AI, the role of professionals in the collection sector also evolves. Operators begin to focus on more strategic negotiations, while managers adopt a more analytical approach, using the tools to enhance results.
“For companies that have already implemented the technology, the benefits are clear: greater agility, increased credit recovery rates and reduced operating costs.As the market matures, the trend is for AI to continue to expand its applications, helping companies align growth with operational excellence”, concludes Oliveira.
