Pre-Collection AI Agent

What it does

• The AI Agent proactively contacts at-risk customers before the payment due date to remind them about the upcoming payment, explain the consequences of missing it, and discuss available payment, repayment, and restructuring options where applicable.

How it works

1. Customers identified as being at risk are contacted before their payment due date.
2. The AI Agent initiates a two-way conversation via WhatsApp or a phone call using an empathetic and respectful tone.
3. During the conversation, the AI Agent reminds the customer of the upcoming payment due date, explains the consequences of late or missed payment, and asks whether they expect to make the payment on time.
4. The customer can confirm a payment commitment, schedule a payment, request a callback, or choose one of the available repayment options.
5. If the customer confirms that they will pay on time, the AI Agent offers information about the available payment methods and any important details regarding the payment process.
6. If the customer indicates that they will not be able to pay on time, the AI Agent explains the available options, such as a payment plan, payment extension, payment rescheduling, or restructuring, in accordance with the institution's policies.
7. Complex or high-risk cases are seamlessly escalated to a human agent, who receives the complete conversation history together with an AI-generated summary.

Result

• Fewer overdue payments while maintaining customer trust.

• Lower workload for human agents by resolving payment issues before they become delinquent.

• Higher customer engagement through proactive and personalized communication.