AI chatbots use Natural Language Processing and Machine Learning algorithms to simulate a human-like conversation with customers, and they can provide information about the debt, answer questions, and offer payment solutions.
One of the hallmarks of debt collection chatbots is they can be integrated into a website, mobile app, or messaging platform, like WhatsApp or Messenger. This suits customers as they prefer communicating on the digital channels that they are comfortable using, and they're easy to access and use.
Customers prefer communicating via digital channels
Customers often prefer to talk to a chatbot about their debt as they feel less embarrassed and pressured. It is also more convenient, and the process tends to happen faster than when talking to an agent.
Simultaneous, asynchronous and personalised customer conversations
Conversational AI chatbots can handle a large volume of requests at the same time, which makes the whole process more efficient and can help reduce debt collection costs. Furthermore, with access to data via API connections, the chatbots can personalise each conversation to the specific customer.
However, it's important to remember that debt collection can be a sensitive and complex process. That means that debt collection chatbots need to be designed and implemented with care, and it should be programmed to handle potentially difficult or sensitive situations with tact and empathy.
Importance of compliance
The chatbot should comply with all relevant debt collection regulations and laws to ensure that debtors are treated fairly and respectfully throughout the debt collection process.
To learn more about chatbots, see: