The advancement of artificial intelligence has transformed various sectors, and the debt collection market is no exception. With the growing number of indebted Brazilians – 73.51 million people, according to the latest survey by Serasa – companies in the sector have been seeking solutions to optimize credit recovery without compromising the consumer experience. In this scenario, AI emerges as a tool for process automation, combined with more empathetic and personalized service.
“The digitalization of the debt collection sector is fundamental so that we can act more assertively and empathetically with consumers. Technology not only optimizes processes, but also allows for personalized service, respecting the financial situation of each client,” says Thiago Oliveira, CEO of Grupo Ótima Digital, one of the largest distributors of messaging, telecommunications, CPaaS and proprietary AI in Brazil.
Through a humanized collection strategy, combined with multichannel communication, it is possible to reduce delinquency and improve the relationship between companies and consumers. The use of chatbots, virtual agents, and intelligent platforms allows customers to choose the most convenient service channel, such as WhatsApp, SMS, email, or telephone, ensuring a less invasive and more accessible process.
“Multichannel communication is fundamental for companies that want to improve their credit recovery rates without compromising their relationship with customers. Our goal is to transform debt collection into a more efficient and user-friendly process, allowing consumers to settle their finances in an accessible and fair way,” the executive emphasizes.
Among the channels used, WhatsApp has established itself as an effective tool within the multichannel strategy. With over 200 million active users in Brazil, the app was in the TOP 10 most downloaded in January 2025, according to AppMagic – which combined estimates from the App Store and Google Play.
Therefore, the platform facilitates direct communication between companies and consumers in the debt collection market, allowing for the sending of reminders about debts and due dates, offering renegotiation options in real time, and sharing payment slips and payment information. This format streamlines the process and makes the customer experience more accessible and less intrusive.
“Artificial intelligence integrated into channels like WhatsApp makes customer service faster, more efficient, and more humanized. The idea is that debt collection will no longer be seen as a negative process, but rather as an accessible solution for consumers to resolve their financial situation with peace of mind,” concludes Silva.
