Conversational AI agent for collections: payment-plan negotiation, automated follow-up, RAG over policies and built-in banking compliance.
Collections is Delto’s conversational AI agent for banking collections. It automates early-stage delinquency management with artificial intelligence: it reaches the customer on WhatsApp, webchat or voice, negotiates payment plans within the bank’s policies and records every commitment in the core and the CRM. It is next-generation digital collections for banks and lenders that want to implement AI in their recovery operation without a months-long project.
Unlike an intent-based collections bot, the agent reasons: it understands the customer’s intent, urgency and emotional state, reads the bank’s internal policies with RAG and calculates the optimal payment plan within the allowed parameters. It can offer 3, 6 or 12 installments depending on the product and the delinquency stage, follows up automatically at 24 and 72 hours if the payment does not go through and detects evasion patterns that it escalates to a human agent.
The results of automated collections with AI agents are measurable: banks running Collections in production report up to 40% more recovered delinquency, twice the contact rate versus the human outbound channel, 71% lower cost per interaction and 22% savings in IFRS9 provisions during the first year. Ficohsa went from having no conversational collections to recovering 65% of early delinquency before it reached the call center, in 4 months.
Collections is one of the most regulated operations in banking, which is why the agent is compliant by design: it respects each country’s allowed contact hours, applies frequency caps per channel and per customer to prevent harassment, masks personal data before sending anything to the language model and leaves every negotiation signed in an immutable audit trail with 7-year retention. It is the safe way to implement artificial intelligence in collections within the rules of BCRA, CMF, CNBV and the rest of the LATAM regulators.
The agent integrates without custom middleware with Salesforce, Genesys, Zendesk and the bank’s contact center, and keeps context across channels: if the conversation started on WhatsApp and continues on voice, it remembers where it left off. For the collections team this means a single portfolio recovery strategy running 24/7 across every channel, with real-time reporting.
Delto is the conversational AI agent suite built exclusively for banks across LATAM and the Caribbean. With over 10 years of banking experience, its agents run on WhatsApp, web and voice with compliance solved from day one, and your first agent can be in production in weeks, not months. The suite includes Studio to build agents without code, Engage for proactive campaigns, Analytics to measure operations, Pulse to capture the voice of the customer and Loop for handoff to human agents, on top of 340+ proven banking skills and auditable risk controls.
Delto — The Agentic Banking Suite. Conversational AI agents for banks across LATAM and the Caribbean: conversational banking, compliance by design and time-to-value in weeks. Request a demo to see the platform running on your own channels.
With Delto Collections the process takes 4 to 8 weeks: the agent connects to the bank’s core and CRM, collections policies are loaded via RAG and the agent goes live on WhatsApp, webchat or voice. It ships with negotiation, payment plan and follow-up skills already proven in LATAM banks, so nothing is built from scratch.
Banks running Collections report up to 40% more recovered delinquency, twice the contact rate versus the human outbound channel, 71% lower cost per interaction and 22% savings in IFRS9 provisions in the first year.
Yes. The agent respects each country’s allowed contact hours, applies frequency caps per channel to prevent harassment, masks personal data before the language model and records every negotiation in an immutable audit trail with 7-year retention. The platform is compliant by design.
WhatsApp, webchat and voice. The agent keeps context across channels: if the conversation started on WhatsApp and continues by phone, it remembers where the negotiation stood.