Automating Collections with AI

The Challenge: The Limits of Human Scalability

Our client was facing three major obstacles that were limiting growth:

1. Low Contact Rates: Traditional calls and emails were frequently ignored by debtors.

2. High Friction and Costs: Manual collection processes create significant workload, restricted operating hours, and rising operational costs when trying to expand the customer base.

3. Bottlenecks: The inability to handle spikes in debt volume without resorting to large-scale temporary hiring.

The Solution: A Bot with “Artificial Empathy” on WhatsApp

To address these challenges, we implemented one of our intelligent communication modules: an AI-powered Bot operating natively on WhatsApp.

Unlike a basic menu-based bot, this solution:

• Negotiates autonomously: It understands context and offers payment plans based on the debtor’s profile.

• 24/7 Availability: It allows debtors to resolve their situation whenever it is most convenient for them, without external pressure.

• Analysis and Empathy: It uses natural language processing to reduce friction, enabling more human and less confrontational communication.

Results: The Data Speaks for Itself

The implementation of AI not only optimized processing times, but also increased effectiveness exponentially:

• Conversion Effectiveness: Payment promises increased from 5.6% to 20.4% — nearly 4 times higher than the traditional model.

• Growth in Agreements: The average number of agreements closed per month increased from 854 to 991, representing a sustained monthly increase of 16%.

• Portfolio Reactivation: We achieved an 11.8% conversion rate in portfolios that had previously been considered inactive.

• 3:1 Productivity: Collection volume increased significantly without the need to expand the existing staff structure.

We had doubts about whether AI could successfully negotiate large volumes of debt. The results exceeded our expectations: the bot not only increased recovery rates, but also reduced our operating costs and friction with debtors.”

— Managing Director of the Law Firm

Conclusion: Custom Software as a Driver of Efficiency

This case demonstrates that whether it is used to manage talent in HR or recover assets for a law firm, custom software combined with AI is key to significantly improving processes and achieving outstanding results.

At Summant, we transform critical processes into competitive advantages. If your company manages large volumes of data or interactions, now is the time to contact us and let us help you define a comprehensive solution for your processes.