Operations library · B2C
Operational guides for early delinquency, payment plans, broken promises, and receipt validation across voice, WhatsApp, and CRM or ERP writeback.
01 / Standard
A collections agent does not create value by talking more. It creates value when it identifies the correct account, uses authoritative evidence, follows contact and negotiation policy, executes an allowed action, transfers sensitive work, and leaves the outcome in the system that controls the next step.
These pages separate four jobs with different data, controls, and metrics. That separation improves buying, piloting, measurement, and the ability of Google or ChatGPT to retrieve a specific answer.
02 / Workflows
01 / B2C collections use case · Days 1–30
AI collections for early delinquency use voice and WhatsApp agents to contact eligible customers during the first 1–30 overdue days, explain the verified balance, offer policy-approved payment options, capture a payment or promise, and update the collection system. Sensitive, disputed, or unaffordable cases move to a person with context.
02 / B2C collections use case · Negotiation
AI payment-plan negotiation lets a voice or WhatsApp agent propose dates, installments, or settlement options that have already been approved for a customer segment. The agent verifies affordability inputs, explains the offer, captures explicit acceptance, schedules follow-up, and writes the plan back. Anything outside policy requires human approval.
03 / B2C collections use case · Promise recovery
AI follow-up for broken payment promises compares the promised amount and date with actual payment evidence, then chooses the next permitted action. The agent can verify a pending transfer, request a receipt, reschedule within policy, call after WhatsApp non-response, or escalate repeated failure, dispute, or hardship with the full account history.
04 / B2C collections use case · Payment evidence
AI payment-receipt validation lets a customer send a transfer receipt through WhatsApp, extracts the amount, date, payer, reference, and destination, and compares them with the account and bank or ERP evidence. Clear matches suppress further contact and move to reconciliation; duplicates, altered images, partial payments, or mismatches go to review.
Buying rule
Ask every vendor to execute one real case from eligibility through writeback. If the demo ends with a transcript or summary, it demonstrated conversation automation; it has not yet demonstrated collection operations.
03 / FAQ
Start with a high-volume workflow that has reliable data, explicit policy, and a verifiable outcome. Early delinquency is often a strong candidate; receipt validation may be better when reconciliation and post-payment contact create the largest cost.
Resolution requires a confirmed payment, valid promise, created plan, reconciled receipt, or correctly transferred and recorded exception. A completed or contained conversation does not prove recovery.
AI can execute routine contact and outcomes. People retain policy ownership and handle hardship, vulnerability, disputes, exceptions, approvals, and cases without sufficient evidence.
We will map eligibility, channel, policy, outcome, escalation, and writeback before discussing automation at scale.
30 minutes · No personal data · One workflow