Collections dashboard with AI tone for a SaaS accounting suite

The team needed a fresh product development proposal to increase collection effectiveness without burning relationships with the SMBs they serve. We transformed the module into an omnichannel hub where AI decides tone, channel, and escalation based on each debtor's criticality.

Primary pain

Over 2,500 accounts were managed in spreadsheets; a poorly calibrated email damaged the brand.

Response

We classified delinquency with NLP, defined thresholds, and connected voice agents that adjust tone and channel in seconds.

Impact

The interface logs every tonal shift and triggers legal alerts during escalation, with full auditability.

Integration 6 weeks Collections APIs + voice orchestrator

Projected DSO −18% Pilot with 42 high-risk clients

Coverage 5 channels Email, WhatsApp, IVR, SMS, and factoring

Adaptive collections agent

Control automated voice, review escalations, and log tone changes.

Client

Legal name Global Innovations LLC

AI segment Chronic delinquency

Amount due $17,000,000

Last payment June 15, 2025

Multichannel collection path

Updated 3 minutes ago

Step 1 · Initial contact

Empathetic email to the secretary No response

Step 2 · Dual reminder

Step 3 · Firm AI call

Script with direct voice + summary to management Answered · Payment pending

Step 4 · Formal notice

Legal email + IVR + signed PDF

Step 5 · Bureau reporting

Equifax integration · approval required

Step 6 · Factoring escalation

Automatic referral to financial partner

Performance indicators

Current DSO 32.5 ▲ 15% vs last month

Collections < 60 days 50% ▼ 5% improvement

Operational savings $450.000 ▼ 20% human effort

Tone configuration

Detected: High-risk payer AI active

Enabled channels
Email · WhatsApp · AI call · SMS · Accounting webhook

Next adjustment
Escalate to legal tone if no payment evidence in 24h