Generative AI Transforming Collections

In the digital age, Artificial Intelligence is revolutionizing different industries. Adapting interactions to improve the customer experience has become a crucial element, especially in the collection sector. Generative AI is rapidly emerging as a revolutionary tool capable of personalizing or hyper-personalizing communication, speeding up complaint resolution, and increasing customer satisfaction levels.

The adoption of generative AI in the collections industry is improving operational efficiency and transforming how businesses interact with their customers. According to an article by the company Receeve, artificial intelligence is transforming debt collection, allowing for a deeper and more personalized understanding of customers. Companies that prioritize customer experience and embrace AI will thrive, automating processes and developing customer-centric approaches to long-term relationships.

Industry statistics reflect generative AI’s impact. According to Accenture, 95% of executives agree that it will significantly foster creativity and innovation and herald a new era in business intelligence, underscoring its importance and recognition of its added value in optimizing processes and personalizing customer service.

At Atento, we have positioned ourselves at the forefront in implementing generative AI, significantly improving the customer experience in the collection sector through a comprehensive process of intelligence, activation, and conversion, merging CRMs, digital agents, and chatbots.

We redefined collection management with an innovative strategy that has been shown to increase payment promises by 40%, exceed payment receipts by 60%, and expand the customer portfolio by 25%. Our platform leverages advanced analytics to optimize account tracking and improve trading performance. With a team of experts and rigorous monitoring of collection strategies, Atento increases operational efficiency and promotes customer loyalty through our exceptional service.

An example of the innovative development of this solution is the case of a specialized collection system, where an important multinational telecommunications company wanted to streamline its processes and increase profitability by recovering its overdue portfolio. Atento developed a collection system with advanced technology that guarantees automation, simultaneous, and intelligent coordination to contact customers through various channels. Thanks to this, the company achieved more than 88% recovery of non-performing loans, reducing operating costs by 50%.

The integration of Atento AI Studio generative AI technology with collection services helps optimize processes, improve efficiency, and maximize portfolio recovery by systematizing repetitive tasks and strengthening data sciences for predictive analytics. Thus, it allows the development of specific collection strategies for different customer segments.

On the other hand, technological innovation in collections allows, through the implementation of bots and virtual assistants, more effective interactions with debtors, increased contact opportunities, the use of historical data to personalize conversations, and simultaneous management of multiple interactions.

It is essential today to develop more effective and personalized strategies that optimize debt recovery results. We invite you to explore how, at Atento, we can help you boost collections and improve the customer experience.