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Ai4 Empathetic Collections

Achieve greater customer empathy and improved recovery rates by extending Pega Collections

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Collections are failing to keep pace with market changes - even as organizations recognize the need to improve how they engaged with customers. 65% of customer outreach is through ineffective traditional channels - such as letters, emails, and direct phone calls. It's all leading to increasingly ineffective debt recovery and poor customer experience, which is being further exacerbated by COVID-19.

Ai4 Empathetic Collections is designed to help organizations improve their recovery rates - all while enriching the customer experience at a time when empathy is needed more than ever.

Key Features

Enhanced customer contact strategy:

  • Ensures all customer contacts are in line with their individual preferences or channel and time, configurable by region, sector, etc.
  • Supports more channels for customer outreach (e.g. SMS, chat, email)
  • Applies OCR and NLP to incoming channels, such as chat, SMS, letter, and email, to allow automatic case creation

AI-driven next best payment plan:

  • Uses AI to determine the payment plan that is most likely to lead to a successful outcome based on each individual customer profile and circumstance
  • Integrates with DocuSign for automated processing of payment plan agreements


Ai4 Empathetic Collections Brochure

Other Offerings

Ai4 Life Insurance Accelerator


Compatible with

Pega Platform 8.1 8.2 8.3 8.4 8.5 8.6

Last updated

June 30, 2022

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