The increase in the cost of life in our country has caused an increase in the number of citizens who find difficulties to reach the end of the month. And this is generally translated into an increase in delinquency in financial entities.
Although last year it closed with relatively positive figures (the bank had a delinquency index of 3.32 %, the lowest since 2008), this should not make us lose the focus. In fact, the delinquency rate in consumer financial ones exceeded 2.5 billion euros in December 2024.
Therefore, it is important that the recovery and recovery strategies are effective, but also sustainable and ethical: in 2024, more than half of the files managed by recovery companies reached the court.
Combination of technology and human team, the key to success
The increase in the workload for the Recovero departments exerts additional pressure on the operational equipment and, therefore, requires a rethinking of the processes and capabilities that only artificial intelligence can help solve.
Even so, the importance of a client -centered approach has never been greater. This can improve recovery results while guaranteeing compliance with consumer protection regulations and maintains closer relationships with customers. Achieving this requires a combination of customization and technology to create scalable interactions, but empathic and adapted to each client.
Historically, customer experience has been a key factor in the acquisition process. However, the high expectations of customers and current regulators do not end the sale. They must be maintained throughout the customer life cycle, too, or above all, in the recovery processes.
Recover processes should focus on the needs and characteristics of customers, similar to sales processes. This allows identifying adequate communication channels, self -service options and payment solutions that give the client’s decision power, increase their commitment and generate better results for both the entity and the client.
Telephone calls to claim defeated payments can remain necessary, but, for the most part, they are outdated and do not align with customer expectations and preferences. Therefore, they must be complemented with a wide range of flexible and personalized digital options.
Digital contact allows automation processes, so that teams can focus on providing a personal and empathic touch on accounts that require it. However, if automated activities are aligned with the needs and characteristics of customers, these interactions may also be empathic and close. And this is key, since empathy impacts the relationship with the client and, ultimately, on financial results. When customers feel they are valued, they are more likely to collaborate with payment and want to find a solution: the way in which a company manages customers with difficulties will be remembered.
The omnicanal approach improves productivity and results
Personalization is possible through an omnichannel approach that can manage all customer data and interactions in a common system. Omnicanal communications are easy to use and respect customer contact preferences. These include self -service, virtual and human agents, bidirectional SMS, mobile applications and interactive voice responses.
The frequency and means of contact must adapt to the profile of each client, with the objective of creating a better experience and respecting the control and discretion needs. In addition, managing communication channels in an integrated way facilitates the work of recovery teams. Being able to transfer conversations between different channels without losing history and context improves efficiency. Likewise, understanding how the client interacts at all contact points provides a more solid basis to work together in a solution.
The digitalization of the collections allows a better understanding of the client, continuous reviews and improvements in the processes. This, in turn, helps organizations to meet customer expectations and new consumer protection regulations, while reducing costs and operational load.
Conversational artificial intelligence is positioning itself as a key technology to adapt the recovery processes to the client’s circumstances, maintaining a close and personalized approach, while optimizing processes and encourages self -service when possible.
Unlike traditional chatbots, conversational AI is not limited to predefined inputs, static responses or specific channels. Instead, agents equipped with conversational can understand, capture and process information shared by a client, interpreting and analyzing this information to use it when automating processes; extract relevant information, as an intention of payment, name, account number or relevant dates; and automate complex scenarios to improve customer experience addressing specific situations with automated solutions, reducing the necessary time to solve cases of fraud, approval of loans and charges.
Recover is a good example of how the conversational can improve processes. When the process breaks into different intentions, most of the needs of a Mooring Client can be addressed. With the support of a real -time decision logic, AI can automate interactions with clients who prefer to communicate by voice, who wish to negotiate, who can pay immediately or later, who have already made a payment or who need to talk to an agent.
The irruption of the conversational in the recovery processes represents a continuation of the tendency towards digitalization and provides new opportunities to automate the dialogues through the most appropriate channels for each client. When combined with data -based strategies and customization, benefits for companies and customers can be significant. Better customer support generates better results, a more positive experience and stronger long -term relationships, in addition to increasing debt recovery rates.
