《哈佛商业评论》分析服务：通过人工智能和情商实现债务催收的现代化

HBRAnalyticServices Intelligent Collections Services Executed with Empathy The rise of global household debthas forced companies to rethinktraditional debt collection strategies.With financial hardships growingand consumer expectations evolving, debt collection from a confrontationalprocess into a trust-building Our goal is not just to collectrepayments, but to understand eachborrower’s unique situation andprovide personalized solutions basedon their financial circumstances. Mamta RodriguesChief Client Officer, Banking,Financial Services, Combining AI and live expertswith emotional intelligence notonly helps to increase debtcollection rates, but also nurturestheir customer relationships. By With TP, you’re not just investing inadvanced debt collection services;you’re investing in proactive solutionsthat facilitate long-lasting loyalty.Our AI-driven insights empower our At TP, we believe in implementing theright blend of intelligent, AI-poweredtools like advanced analytics todetermine propensity-to-pay andpreferred channels, and human In a world where brand reputation iscrucial and can be directly influencedby debt collection practices, TP’sintelligent services deliver the mostadvanced and empathetic borrowersupport collections solutions in Tim Casey CEO, AllianceOne, We harness the power of AI to predictcustomer behavior, segmenting yourcustomers for personalized workflows,which results in higher recovery rates Modernizing Debt Collectionthrough AI and EmotionalIntelligence Household debt per capita has swelled in the past decadein the United Kingdom, the United States, Japan, Australia,France, Germany, Brazil, Chile, Colombia, and elsewherearound the world, according to the International MonetaryFund. In the United States alone, credit card debt has soaredto $1.17 trillion in 2024. The rate of debt entering “serious” HIGHLIGHTS A surge in delinquencies ischanging the landscape of debtcollection, pushing companiesto innovate while staying keenly Artificial intelligence, automation,and other new technology canbring cost efficiency, eliminatehuman errors, and allowconsumers to be dealt with THIS RISING LEVELof delinquencyposes such a challenge for credi-tors seeking repayment that theyare increasingly taking a new tackthat avoids hardball tactics of the the customer relationship. They wantto keep that customer happy and theywant to keep them as a customer— Worldwide financial hardship,increasing regulatory scrutiny, andthe growing emphasis on customerexperience globally have caused Technological advances are assist-ing in these efforts in many ways. ADecember 2023 report from Chica-go-based credit reporting agencyTransUnion found that 60% of third-party collection companies are onthe pathway to using AI. These earlyadopters are using or investigating Companies are finding this newapproach can not only improve collec-tions but also boost customer loyalty.“Companies need to take care of theentire customer journey, not onlythe collection part,” says Sebastian But connecting collections to thecustomer journey involves more than FIGURE 1 AI Brings Greater Understanding about Borrowers Predicting consumer behavior and willingness to pay tops thecurrent use of AI How do you currently use or plan to use artificial intelligence/machine learning-based technology? To predict payment outcomes, e.g., willingness or ability to pay To segment and profile customers for various workflows with a human-centric approach that treats the consumerwith dignity and empathy is gaining traction because con-versations can be better focused on solutions and actions,leading borrowers to become less stressed and more coop- To analyze account lifecycle workflows Bancolombia SA, a full-service financial institution basedin Medellín, Colombia, deployed a less-pressurized strategyin 2020. It transformed its debt collection process by usingAI for such tasks as predicting customer behavior and deter-mining the least stressful and most convenient way to con-tact them. The bank has more than 1 million customers in To direct customers to the right customer support channels “We’re transforming what’s typically seen as a bad situa-tion into an advisory process,” says Álvaro Arbeláez Jara-millo, director of origination and collections for Bancolom-bia. “Instead of just focusing on collecting debt, our main Bancolombia has experienced the benefits of this freshermindset, achieving a 4.7 out of 5.0 customer satisfaction rat-ing from customers involved in debt collection. That score issignificantly above the industry average and better than the One of the most noteworthy changes in modern debtcollection is the growing awareness of brand reputation. Inan era of instant social media feedback, companies can no Brands need to keep in mind that they are managingthe customer relationship. They want to keep that are collecting debt. Sebastian Menutti, an industry director with Frost & Sullivan really bad brand to deal wit