Imagine your customer receives a message from a collection company that not only offers a simplified solution tailored to their real financial situation, but also uses an empathetic tone that acknowledges their struggles and efforts to resolve the issue—and offers help at any moment. At Intervalor, we use AI to make this a reality.
As contradictory as it may seem, technologies like AI can actually enhance and humanize customer service when used effectively. Considering that 70% of Brazilian consumers see personalized service as essential to a positive experience¹—and 83% have stopped doing business with a company due to poor customer service²—it’s time for collection companies to abandon cold, robotic processes and start listening to what really matters: the customer. Here’s how.
Can AI-Created Personas Humanize Debt Collection?
Personas are fictional representations of customer profiles. Based on real data about purchases, behaviors, preferences, and financial profiles, AI can create targeted journeys that cater to individual needs—delivering effective experiences across small, medium, or large-scale audiences.
Research shows that personalization can increase the effectiveness of financial interactions by **91%**³. Meanwhile, **71%**⁴ of consumers expect personalized experiences—and **76%**⁴ become frustrated when they don’t receive them. Creating personas with a strategy powered by AI can bring multiple benefits: respectful and empathetic approaches, relatable language and visuals, and—most importantly—accurate and effective negotiation paths based on each debtor’s financial reality.
There are already several successful cases in the financial sector. For instance:
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Santander improved results by 40% in 2019⁵
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Itaú by 30%
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Bradesco by 25% in 2020⁷
If AI can deliver such results across diverse portfolios, imagine what it could do for your business.
5 Steps to Implement AI in Your Collections
Personalizing interactions from start to finish is key to building trust with customers. Here’s how AI can support each stage of the journey:
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Data Analysis – To gather insights into the target audience’s preferences and behaviors.
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Persona Creation – To develop detailed customer profiles representing different segments.
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Message Personalization – Using an empathetic and transparent tone tailored to each customer.
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Humanized Interventions – To identify the best moments for human input or special offers.
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Continuous Feedback – To refine strategies based on customer responses and outcomes.
The Future is Personalization.
And at Intervalor, it has already begun.
To enhance the credit recovery process, we’ve started a revolution—saying goodbye to cold, impersonal collection practices. With cutting-edge technology and customer centricity at the core of our strategy, we aim not just to accelerate results, but to build lasting relationships between brands and consumers.
Yes, efficiency and humanization can go hand in hand in your collections process. And we know how to make it happen. Come see for yourself.
Sources
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Serasa Experian (2018).
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Accenture (2019).
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Accenture (2019).
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Mckinsey (2023).
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Relatório Anual Santander (2019).
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Relatório de Sustentabilidade Itaú (2020).
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Bradesco Relatório Anual (2020).
