Credit, collections and care teams

Recover an overdue balance without pushing the customer away

A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.

View requirements The product that runs it: Contact Centre & Customer Care

A pilot's requirements are specified: the data, the authority and the consent design.

Seen by the customer · Voice

From the record, not a run: what would reach them, on Voice, IVR, WhatsApp, SMS.

The case

Annotated from the record

What happened

A payment becomes overdue or a promise-to-pay is missed.

A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.

What it reads

Balance and payment history
Previous arrangements and how they went
Language and channel preference
Hardship and vulnerability markers

Checks before anything is sent

Identity, vulnerability, contact policy, authority and affordability pass.

Every option considered, including doing nothing

A reminder in the customer's own language, at a reasonable hourConsidered
An arrangement the customer can actually meetConsidered
Route to a person when the conversation needs oneConsidered
Take no action, and record whyConsidered A valid outcome

Doing nothing is one of the outcomes, and it is recorded with its reason. The options are the record's own; a run decides between them.

Evidence record

Preview

Reference: The reference of the saved run.
Decision: One of the options, including no action, with the reason.
Checks: Identity, vulnerability, contact policy, authority and affordability pass.
Evidence kept: Balance source
conversation
plan
consent
payment
resolution trail
The measures: Recovered account or resolved evidenced case.
Connection: Written on every record: the systems the run read, and the sample it ran on.

The shape of the record, with no values. A reference appears only after a run is saved.

The improvement, and how it is measured

Hypothesis

Recovering the balance matters less than not losing the customer while doing it.

Modelled

The mechanism that could produce the result, stated; the figure is measured in the pilot.

Observed

Measured in a pilot’s validate stage, on your systems, against a comparison agreed first.

The result, the mechanism, the measurement, and the record’s five answers

Desired result

Lower cost per resolved contact; shorter wait/handling time; higher consistent resolution and accessibility

Mechanism

Receive → disclose AI → authenticate → detect intent → retrieve/act → confirm → log → hand off when limits trigger → sample for QA

Measurement

Intent-level control or phased rollout; compare resolved contacts, repeat contacts and cost per resolved intent; human QA sample

Measured on: Containment; end-to-end resolution; transfer rate; first-contact resolution; average handling time; repeat contact; CSAT; abandonment; unsafe-response rate

01
Desired result
The result wanted.
Lower cost per resolved contact; shorter wait/handling time; higher consistent resolution and accessibility
02
Mechanism
The mechanism that could produce it.
Receive → disclose AI → authenticate → detect intent → retrieve/act → confirm → log → hand off when limits trigger → sample for QA
03
Evidence required
The records kept to show it.
Audio/transcript; intent/confidence; retrieved source; tool-call response; handoff reason; resolution code; QA review; repeat-contact result
04
Costs and risks
The cost, and the ways it can go wrong.
Costs: Implementation fee + platform/usage subscription per interaction/minute; optional managed conversation operations
If it fails: Apologise without inventing; do not transact on uncertainty; transfer with captured context; retain trace; alert operations on repeated failures
05
Measurement approach
The measure that shows it helped.
Intent-level control or phased rollout; compare resolved contacts, repeat contacts and cost per resolved intent; human QA sample
Measured on: Containment; end-to-end resolution; transfer rate; first-contact resolution; average handling time; repeat contact; CSAT; abandonment; unsafe-response rate

Measured in the pilot's validate stage, on your systems, with the comparison agreed first. Every line above is the record's own design intent.

The business side

The change: Recovered account or resolved evidenced case.
Running cost: Implementation fee + platform/usage subscription per interaction/minute; optional managed conversation operations
What evidence supports it: Balance source, conversation, plan, consent, payment and resolution trail.

The journey in detail

Step by step, from both sides

Step	What the customer experiences	What the operator does
The momentThe moment that started it.	A payment becomes overdue or a promise-to-pay is missed.	Reads balance and payment history, previous arrangements and how they went, language and channel preference, hardship and vulnerability markers.
The decisionThe decision to be made.	The customer's screen is unchanged.	Explains the balance and proposes a fair payment or hardship path.
The safeguardsThe conditions that stop it.	Still unchanged: the action waits until every check has passed.	Identity, vulnerability, contact policy, authority and affordability pass.
The actionThe action that reaches the customer.	Secure a promise, payment or named human review in local language. Reaches them on Voice, IVR, WhatsApp, SMS.	Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongThe failure, and the recovery.	The customer is flagged as vulnerable partway through the conversation.	Automated collection stops, the case moves to a person, and the stop is recorded with the reason.
The resultThe change it made.	What changed for them is what is counted; nothing else is claimed.	Recovered account or resolved evidenced case.
The proofThe proof anyone can check.	Can be answered for, later, from the record.	Balance source, conversation, plan, consent, payment and resolution trail.

Operator systems remain authoritative. HeuriTel reads these to propose an action; it does not decide on their behalf.

The failure, and the recovery

What goes wrong

The customer is flagged as vulnerable partway through the conversation.

What happens then

Automated collection stops, the case moves to a person, and the stop is recorded with the reason.

The products in this journey

Runs the decision
Contact Centre & Customer Care
A case, a complaint or an overdue balance is handled with the customer's context, a clear disclosure and a human within reach.
Contributes
Mobile Money, Credit & Financial Services
where the balance, the plan and the payment sit
Contributes
Campaigns & Personalisation
how the reminder is worded and which channel carries it
The definition it demonstratesHeuriTel Collections Voice Bot
Results it movesReduce avoidable service cost · Reduce fraud and identity risk

Available to see today

A pilot's requirements are specified: the data, the authority and the consent design.

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