With Belvo's AI Collections solution, companies can automate their entire collections operation using AI voice and WhatsApp agents — no call centers or manual teams required.
The delinquency crisis in Latin America is not a future risk — it is a present reality. In Brazil, 81.7 million people are currently in default, meaning roughly half of all adults have a negative credit record. Total outstanding debt reached BRL 539 billion in 2026, a 54.9% increase over ten years, according to Serasa. In Mexico, the picture is equally pressing: consumer loan delinquency hit a historic high at the start of 2026, with overdue balances growing 23.4% year-over-year. CONDUSEF, Mexico's financial consumer protection authority, has publicly warned that household over-indebtedness is rising aggressively, with the consumer credit delinquency portfolio growing more than 12% annually in 2025. For companies that depend on recurring payments in either market, these are not distant statistics — they show up every week in the overdue portfolio.
Despite this reality, most collections operations in the region still work the same way they always have: a team of human agents making calls during business hours, generic WhatsApp blasts, and outreach attempts made blindly — without knowing whether the person has any funds available, is going through a tough month, or simply never picks up the phone.
The result? Low contact rates, recovery well below potential, and high operational costs.
The problem with collections as it's done today
There's a reason traditional collections underperform: it lacks context.
The human agent — or the automated, unintelligent blast — approaches the debtor without adapting tone, offer, or channel to each individual's profile. On top of that, manual operations have physical limitations: they don't run 24 hours a day, they carry a fixed cost per agent, and they don't scale without growing headcount. For portfolios with a high volume of small and medium-sized debts, the model simply doesn't add up.
Introducing Belvo's AI Collections
AI Collections is Belvo's intelligent collections solution that combines AI voice and WhatsApp agents to recover debts autonomously, in a personalized and scalable way — integrating with your existing systems via API or file upload. It can also connect to Open Finance data to further enhance the negotiation process.
Fully autonomous from first contact to payment confirmation, with no humans in the loop.
How it works in practice
The process starts when the company sends their debtor portfolio to Belvo. Portfolio import can be done via file upload or through direct integration with existing systems.
From there, the platform takes over:
1. Intelligent outreach: Our AI agent, Roberta, selects the best channel (voice or WhatsApp) and the best moment to reach out based on each debtor's behavior and previous responses — significantly increasing the assertive contact rate.
2. Empathetic, personalized negotiation: The agent conducts a natural conversation, adapting its tone and proposal to each debtor's profile based on historical data. It can offer installment plans, align payment with the customer's preferences, or suggest a smaller initial amount to begin the regularization process.
3. Payment directly within the conversation: The debtor can pay via Pix, bank slip, installments, or another method — directly within the service flow, without leaving the conversation or opening another app.
4. Confirmation and traceability: Every interaction generates a structured record with status, amount recovered, payment promise, and full history — ready for reconciliation and real-time monitoring in the dashboard.
Multichannel and automated, end to end
Belvo's AI Collections operates across two main channels:
Voice: Our AI agent makes outbound calls with natural conversations — no rigid scripts — capable of understanding responses and adapting the flow in real time.
WhatsApp: The agent sends messages, receives responses, negotiates terms, and delivers the payment link — all asynchronously and non-intrusively.
The platform automatically selects the ideal channel and moment for each contact based on each debtor's behavior and prior responses. All messages go through pre-approval to ensure regulatory compliance.
Real personalization with Open Finance
Our AI Collections product works autonomously and efficiently from day one. But for companies looking to push recovery rates even further, there's an additional layer: integration with Open Finance.
With access to the customer's banking data, agents can make decisions based on the debtor's real financial context — with consent — and the difference is significant:
- Balance-based outreach timing: Roberta, our AI agent, reaches out when the debtor actually has the capacity to pay, not blindly.
- Proposals aligned with incoming income: If the debtor receives their salary on the 5th, she can propose payment shortly after, increasing the likelihood of acceptance.
- Avoiding periods of financial stress: The AI identifies weeks with high fixed expenses (rent, bills) and adjusts outreach timing to avoid unnecessary friction.
- Tone and offer personalization: Financial behavior signals allow the negotiation to be tailored to each person's current situation.
A collection made at the right moment, with the right offer, has a far higher recovery rate than a generic approach — no matter how skilled the agent. Open Finance is what makes this possible at scale.
What's the real operational impact?
Companies adopting automated AI collections have seen strong results:
- 10–30% increase in right-party contact rate vs. manual outreach
- 5–20% uplift in debt recovery at the early delinquency stage
- 30–60% reduction in cost per recovery
And that's before accounting for the operational gain: internal teams stop spending time on repetitive calls and can focus on cases that genuinely require human judgment.
Full visibility with the dashboard
The entire operation is monitored in real time through the collections dashboard. You can track metrics such as contact rate, payment promise rate, amounts recovered, and much more — with data updated after every interaction.
Who is this for?
Every day without early-stage outreach is revenue that becomes harder to recover. And scaling operations by hiring more human agents doesn't solve the problem — it only raises fixed costs without guaranteeing better performance.
Belvo's AI Collections was built for exactly this scenario, making it ideal for operations with:
- High volumes of delinquent accounts, solving at scale what human teams can't cover
- Small and medium-sized debts, where the cost of human servicing makes individual recovery unviable
- Operations relying on call centers, BPOs, or manual WhatsApp, delivering immediate gains in cost, scale, and contact rate
Compliance and security at the core
Belvo built AI Collections following the same rigorous standards we already apply across our Open Finance products — with full regulatory compliance and careful data handling:
- Every interaction begins with a clear disclosure that the customer is speaking with a digital assistant
- Messages and scripts respect contact windows and frequency limits by jurisdiction
- Calls are recorded, with full transcripts and a complete audit trail for every event
- Opt-outs are recorded and respected instantly
- The platform is compliant with LGPD and aligned with Consumer Protection Code Article 42
How to get started
Onboarding is fast. In two weeks, you can have a pilot running on a real portfolio, with measurable results within 30 days.
If your collections operation still relies on manual calls or unintelligent mass outreach, the cost of inaction is already showing up in your numbers. Get in touch and see how AI Collections can transform your portfolio recovery →
