USE CASE · COLLECTIONS
In early collections it isn’t enough to know whether the customer can pay. You also need to know whether they want to. Key Insights reads the customer’s dialogue and shows ability and willingness to pay separately, so every case gets the right action, from a friendly reminder to early termination.
Example with a fictional company.
FOUR SITUATIONS, FOUR PATHS
The engine sorts incoming cases by ability and willingness to pay. Click a quadrant to see what the customer said, what the engine saw and which path is suggested.
HOW IT WORKS
The reminder leads to a few open questions in chat, email or on a call: what happened, and how do things look ahead?
The AI weighs the customer’s answers against registry data and payment history. Ability and willingness are shown separately, grounded in the customer’s own words.
The case handler gets a suggested action under your policy, with traceable reasoning. You make the decision.
THE RESEARCH BEHIND IT
At least one in eight customers with payment problems could pay, but didn’t.1
better recovery in some segments when cases were split by behaviour.2
held back a planned payment after an unpleasant call. The right approach matters.2
1 Dominy and Kempson, Can’t Pay or Won’t Pay?, University of Bristol (2003). 2 McKinsey & Company, Behavioral insights and innovative treatments in collections (2018).
CONTACT
Book a demo and we’ll run the engine on a sample of your early collections cases and show how they are distributed.
Book a demo