Modern debt collection is no longer just about recovering outstanding balances — it’s about creating recovery journeys that feel seamless, supportive, and smart. As financial pressures grow and borrower expectations shift, organisations must find new ways to combine operational efficiency with a human touch.
At the same time, the business case for transformation is undeniable:
The AI Assistant of QUALCO Collections & Recoveries bridges these gaps — delivering cost savings, scalability, and customer-centric experiences through a series of carefully designed "micro-journeys." Each borrower interaction is transformed into a structured, efficient step toward resolution.
Turning Complex Processes into Simple Journeys
1️⃣ Real-Time Status Tracking:
Borrowers can instantly access account updates, including payment history, outstanding balances, and due dates.
Example: A debtor logging into the platform can immediately see their latest payment, view upcoming payment deadlines, and more.
2️⃣ Layered Security & Verification:
Multi-layered verification processes authenticate user identities before proceeding with sensitive actions.
Example: A debtor requesting to update their payment plan must provide identifiers such as their Tax Identification Number (TIN) or other personal information.
3️⃣ Natural Language Response Recognition:
Understanding diverse customer communication styles is critical to engagement. The platform’s natural language processing (NLP) capabilities allow interpretation of debtor inquiries regardless of phrasing.
Example: Whether a customer says, “I want to make a payment,” or “Can I settle my dues?” The system recognises the intent and responds appropriately, ensuring the customer feels understood and supported.
4️⃣ Non-Intrusive Conversation Flow:
Conversational AI guides customers through manageable steps toward resolving their debts in a structured, non-judgmental, stress-free manner.
Example: Instead of speaking to an agent, the debtor interacts with an intelligent system that asks clear, concise questions, enabling them to make decisions at their own pace, without pressure.
5️⃣ Propensity to Pay Identification:
Through customer sentiment analysis, the system detects signs of hesitation or distress in debtors’ responses, successfully predicting willingness to pay.
Example: If a customer expresses financial difficulty, the platform adjusts its tone and suggestions, offering more flexible repayment options that align with their situation.
6️⃣ Personalised Repayment Plans:
The solution enables customers to select from tailored payment options, such as instant one-time payments or customisable instalment plans.
Example: A debtor facing temporary financial hardship might opt for a deferred payment plan with smaller initial instalments, which they can adjust as their circumstances improve.
Ready to shift to smarter collections?