Generative Artificial Intelligence has established itself as a strategic ally in the collection sector, enabling companies to achieve scalability without compromising service quality. Technology, which automates processes, analyzes data in real time, and personalizes interactions, is transforming the way organizations handle relationships with delinquent customers, while also enhancing return on investment (ROI).
"Companies that manage to scale efficiently without losing proximity to the customer have an advantage in an increasingly competitive market. Generative AI provides a powerful combination of speed, accuracy, and personalization, which translates into measurable results for both companies and consumers," explains Thiago Oliveira, CEO and founder of Monest, a company specializing in asset recovery 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, the use of AI also achieves a 124% higher ROI compared to traditional collection methods.
Check out five ways that GenIA benefits this sector:
- Scalability with Consistent Quality
With generative AI, companies can manage massive volumes of interactions while maintaining quality in each conversation. Technology is capable of handling hundreds of simultaneous inquiries, ensuring that customers receive quick and consistent responses, something impossible to achieve with human operations alone.An example is the use of virtual agents integrated with WhatsApp, which can achieve rates of 60% in CPC (Contact with the Right Person), a result above the industry average.
- Standardization and Assertiveness in Processes
Tasks that previously depended on manual processes, such as data tabulation and agreement creation, can now be performed automatically and with greater accuracy. Errors that could compromise negotiations, such as discounts outside the policy or inconsistencies in information records, are practically 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 Relationships
Generative AI allows for the categorization of customer profiles based on data, personalizing approaches and collection strategies. With this, it is possible to adapt communication according to each client's characteristics, 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 provides powerful insights for managers. The detailed analysis allows for identifying default patterns, adjusting strategies in real time, and ensuring that decisions are made based on accurate data. This analytical ability not only improves operational efficiency 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 standard of compliance and operational security. Computational processes significantly reduce the risks associated with human errors, such as typing mistakes, 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 on a large scale,” Oliveira highlights.
The CEO of Monest also explains that, with generative AI, the role of professionals in the collection sector also evolves. Operators shift their focus to more strategic negotiations, while managers adopt a more analytical approach, using 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.
