A Recovery, credit recovery specialist and belonging to the Itaú Group, has stood out for using WhatsApp as the main communication channel with indebted consumers. In 2023, more than 3,1 million Brazilians used the app to negotiate their debts, resulting in 150 thousand agreements closed and more than 120 thousand invoices issued
The preference for WhatsApp is not surprising, considering that the app is the favorite among Brazilians for interactions with companies, according to a survey commissioned by DialMyApp and conducted by Mobile Time and Opinion Box. A Recovery has taken advantage of this trend, combining various service channels, but with a growing focus on WhatsApp, where interaction is facilitated by an automated chatbot
In addition to facilitating debt negotiation, the chatbot offers a range of services, how to issue a second copy of payment slips, receipt of discharge letters, visualization of active agreements and payment confirmation. The use of chatbots within WhatsApp has been crucial to ensure greater speed in the debt renegotiation process. The channel also offers complete security of the shared information, allowing customers to confirm the authenticity of the debt and issue invoices without the risk of fraud, says Camila Poltronieri Flaquer, Head of Digital Collections at Recovery
In the first quarter of 2024, the automated solution has already contributed to communication with over 451 thousand indebted consumers, resulting in 20 thousand settlement agreements. The introduction of a new Artificial Intelligence (AI) in the chatbot in March 2024 allowed customers to be served on the first contact, without the need for transshipment to other channels, increasing efficiency and reducing the volume of unnecessary calls
The creation of more complex procedures allowed for the more agile and faster self-service of Recovery customers on WhatsApp, with greater effectiveness in debt negotiation. This also reduced the recurrence of our numbers being blocked by users, favoring good relationships with customers, complements Camila Poltronieri Flaquer
