A fintech TMB, specialized in installment boleto payments and solutions for infoproduct creators, recorded a 22% increase in revenue after implementing an artificial intelligence (AI) solution in the collection sector. The change, which increased payment effectiveness by 35%, has directly impacted the company's results.
Reinaldo Boesso, the company's CEO explains that the collection operation is intensive. With a base of approximately 400,000 students, the call center makes an average of five calls daily to each client. "The number of calls is enormous, and this volume was only managed with the support of our AI technology," he/she/they highlights.
The artificial intelligence solution was implemented with three main objectives: to establish an intelligent benchmark for personalized customer approach, to provide instant feedback through audio analysis that evaluates 10 aspects of the approach, and to promote continuous training based on this data. With this approach, operational efficiency increased by 272% and the average resolution time for collections was reduced by 87%.
According to Boesso, this scenario allowed a 22% increase in revenue, just by making this change in billing. "Today the"TMBThere are no installments or setup fees; we only earn when we manage to collect from the students, so the impact is direct.
The executive also states that the fintech's goal is to keep default rates below 10%, which, according to him, will provide greater peace of mind for customers to operate with the company. "Most still have some concern about default."
“Today, AI not only recovers payments, but also qualifies the company's team, evaluating scripts and automatically training those with below-average performance,” highlighted the CEO, emphasizing the role of the exclusive Collections Research and Development team, which carries out A/B tests weekly to improve processes and results.
The robust investment of over R$20 million made in 2024 covered technology, training, and employee qualification, reinforcing the commitment to innovation and continuous improvement of its processes. "This technological strategy allowed for optimizing cash flow and also reduced operational barriers, contributing to increasing customer confidence in the fintech's billing system," evaluates Reinaldo.
The trajectory designed 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 the significant revenue results, TMB's technological strategy has been generating positive repercussions in the business environment. Through the integration of advanced digital solutions, the fintech also increased customer satisfaction rates. "By reducing the resolution time of collections and optimizing customer service, we are 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 scenario.
For the future, TMB is betting on expanding its portfolio of financial solutions, aiming to consolidate its position in the market and meet the demands of content creators. The robust investment in training, technology, and continuous development also aims to expand growth opportunities for info product creators. With the perspective of diversifying products and establishing strategic partnerships, the fintech projects new horizons to transform the credit dynamics in the sector, reaffirming its commitment to innovation and financial sustainability.
