Transforming Collection Processes with Natural and Artificial Intelligence

The bank rejected the last direct debit for Carmen and Carlos, an elderly couple, to pay their gas bill. They prefer personal contact over handling things online. Day 20, the day their pension is paid into their account.

We segment the week and the day for communication.

They receive a phone call from a call-center agent.

Payment: the agent redirects them to a PCI-certified payment IVR and they pay by card.

Diana, a self-employed sales rep, is working very hard and cannot keep a close eye, on a daily basis, on when her bills are due.

She receives a text message (SMS) reminding her when the payment for her personal loan is due: tomorrow.

She checks her account and discovers she doesn't have enough there to pay the instalment.

She accesses the payment portal and does an online transfer from an alternative account.

It's very hard to get hold of Luis, an IT worker, as he's very busy. He couldn't pay the last instalment on the loan he took out for his new car.

In accordance with Luis' profile, we segment the most effective time and communication channel.

The week his salary is due, he receives an email containing a payment link.

He has direct access to his debt and sorts out the situation by making a 1 Click Payment using card tokenization.

Silvia is actively looking for work. Her ability to pay is limited but she's keen to repay the payments she missed.

She receives a phone call through the PCI-certified IVR system.

Silvia is unable to pay her debt at the moment but she commits to paying it later, on a specific date.

During the call she gives her card details, which are taken in a secure manner, and the payment is scheduled for the chosen date.