AI Chatbot for a Debt Collection Agency

Task

Clients contact the agency via WhatsApp every day with standard questions:

How can I check the amount of my debt?
Where can I view my contract?
How do I make a payment and what are the payment details?

Previously, all requests were handled only by managers, which consumed a lot of time and overloaded the staff. The goal was to automate most of the communication and leave only complex and non-standard cases to human managers.

Solution

I developed an AI-powered chatbot that:

Answers standard questions using a knowledge base (FAQ).
Is integrated with the CRM system:

Requests identification data (e.g., tax number).
Retrieves up-to-date information: debt amount, contract number, client status.
Can send the contract or the debt amount directly to the client.

Generates payment proposals:

If no prior agreement exists, the bot calculates a payment schedule based on the debt amount.
Offers the client terms for approval.
If the client agrees, it connects a manager to finalize the arrangement.

Smart escalation to a manager:

For non-standard questions, the bot hands the conversation over to a human operator.
The bot pauses while the manager handles the dialogue.

Conversation closing:

If the client stops responding for a set period, the bot asks whether they still need help.
If there is no answer, the chat closes automatically so managers aren’t distracted by “dead” conversations.

Results

Response time for standard questions was reduced.
Managers were freed from routine tasks and only get involved when necessary.
Client convenience increased: they receive quick answers 24/7.
Automated chat closure reduced CRM load and improved manager efficiency.