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Leverage AI to Up Your Game in Default Management

Reimagining the delinquent customer journey with AI will improve debt collection

Banks typically use traditional communication channels such as email and phone calls to drive collections. These methods are considered intrusive and often create a negative impact on customer experience. What is required is for banks to employ alternate communication channels powered by intelligent bots to reach out to customers and enable delinquent customers to connect with banks. 

AI bots can help banks identify potential defaulters, define the right collection strategy for individual customers, mitigate loss, and draw up an appropriate recovery strategy. The way forward therefore lies in leveraging digital technologies to enable such alternative channels of communication. Depending on their digital maturity, banks must define a suitable bot-powered digital strategy and an implementation roadmap. Before embarking on full-fledged implementation, banks must take some preliminary steps spanning:

  • Building cloud-based PaaS models to run pilots
  • Enabling APIs
  • Building an AI-powered analytics framework
  • Enforcing stringent audit mechanisms
Harish Kumar Dhilip Kumar

Functional Consultant, Banking, Financial Services, and Insurance, TCS

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