UC-326
Collections Calling & Promise-to-Pay Tracker
Prioritises who to call about an overdue account, routes bot or person, records every promise to pay and checks quietly whether it was kept.
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The Challenge
Overdue calling is delicate work done from a flat list, so customers who genuinely cannot pay are treated like those who simply have not. Promises made on calls are not recorded, so nobody follows them up.
How It Works
- Reads overdue accounts, repayment history and collection calls, with contact rules as limits.
- Separates cannot-pay from has-not-paid and decides who is called today, by person or bot.
- Suggests a respectful opening in the customer's language and checks whether promises were kept.
What It Removes
- Overdue lists worked without regard to intent
- Promises to pay lost when the call ends
- Contact rules checked after the fact, not enforced
Input Data RequirementsOverdue accounts and repayment records, collection call recordings, regulator contact rules, one pilot segment with compliance sign-off
Output FormatDaily prioritised collection list with bot-or-person routing, register of promises to pay and whether kept, recovery-by-approach report with proof
“More is recovered on the phone, the people in real difficulty reach a person, and every call can be shown to have followed the rules.”