At first glance, the idea that artificial intelligence can create human connections may seem contradictory. That’s why this article invites you to “look again” at this timely and innovative topic. It’s about strengthening customer relationships and offering service focused on individual needs — with AI as a tool to support and humanize processes, conversations, and negotiations.
The truth is, when used correctly, AI goes far beyond natural language processing (NLP) strategies. It truly learns about your customer, takes behavior and preferences into account, and can even be programmed to detect frustration, concern, and other emotions in the tone of voice. It learns how to talk, how to be understood, and how to give relevant advice. AI has already learned to listen to the customer — but many companies still haven’t.
Keep reading to discover more about AI and human connections.
The Importance of Humanization in Collection Processes
Using artificial intelligence as a key support for humanizing processes is a crucial part of a revolution — not only in credit markets, but across industries. And yes, with the right data integration, AI can do more than just connect with people — it can generate real emotional responses from those who interact with it. One example is a study by the Capgemini Research Institute¹, which states that 73% of consumers have a better perception of a brand after a positive AI interaction. The research also highlights how AI helps understand customers better and create meaningful experiences. Here’s how:
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Empathetic communication: AI can be used in chatbots and virtual assistants not just to answer questions, but to understand the context and human emotions — like frustration, anger, and fear. These tools can be prepared to deliver empathetic service using natural language processing (NLP).
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Continuous support: One of AI’s greatest advantages is 24/7 availability — something that would be extremely costly and exhausting for human agents. With technology, consumers can get fast, around-the-clock support that fits their schedules.
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Human efficiency first: AI isn’t here to replace jobs — it’s here to help. With well-trained staff ready to provide attentive service, AI can handle operational tasks, while agents can focus on emotionally complex issues, strategic planning, tech operations, and — most importantly — delivering authenticity.
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Personalization at scale: The ability to analyze large volumes of data in real time can boost sales and deliver a more positive user experience. For instance, AI can recommend products when others are out of stock, offer relevant payment plan options, and present personalized deals.
Without AI, Is the Consumer Really Connected?
A PwC² study revealed that 52% of companies that implement AI effectively are focused on improving the customer experience. Is your company really listening to what the customer is saying? This article argues that AI can deliver empathy and attentiveness at scale — something many companies fail to provide even in human interactions. That type of service that’s supposed to guide and support customers through their decision-making process? In many cases, it’s been replaced by scripted, inefficient conversations — whether delivered by bots or humans.
Even more concerning, the study shows that 59% of consumers feel brands have lost the human touch. And according to a report from Accenture⁴, 60% of customers switch to competitors after poor service experiences.
At Intervalor, we believe that human service will always play a vital and central role in negotiations, delivered by a team focused on real solutions. Still, we also believe AI should be used to enhance and optimize credit recovery — because when used strategically and properly, it can create human connections, understand individual needs, and accelerate, enrich, and personalize the entire journey. It’s a win-win for businesses, clients, and consumers alike.
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