Collections AI Agent

What it does

• The AI Agent proactively contacts customers with overdue payments via WhatsApp or telephone, informs them about the overdue balance, encourages immediate payment, obtains a promise to pay with a committed payment date, or agrees on a repayment plan where necessary.

How it works

1. The AI Agent contacts customers who have missed a payment.
2. If the customer does not respond via one channel (WhatsApp or telephone), the AI Agent automatically attempts to reach them through the other channel.
3. After authenticating the customer, the AI Agent explains the overdue amount, outlines the consequences of continued non-payment, and encourages the customer to commit to a payment by providing a promised payment date.
4. The customer can make an immediate payment, commit to a payment date, request a callback, or choose one of the available repayment options.
5. When the customer commits to paying, the AI Agent records the promise to pay, provides payment instructions if needed, and schedules a follow-up.
6. If the customer cannot pay in full, the AI Agent offers an approved payment plan, payment extension, or restructuring option in accordance with the institution's policies.
7. Complex, high-risk, or uncooperative cases are seamlessly escalated to a human agent, who receives the complete conversation history together with an AI-generated summary.
8. All outcomes, payment commitments, and customer responses are automatically logged for analysis and continuous optimization of collection strategies.

Result

• Improved recovery rates while preserving customer trust.

• Higher promise-to-pay and payment completion rates.

• Standard overdue cases resolved automatically, with only complex accounts escalated to human agents.