Early-stage collections outreach
Past-due accounts are segmented and reminded on the right channel; customers set up their own payment plan.
Early-stage collections outreach is an agent scenario in the Banking sector running on the batch, whatsapp, sms, voice channels. Trigger: Nightly batch: accounts 5–30 days past due. The Collections Supervisor coordinates 3 specialist agents (Segmentation Agent, Dialogue Agent, Payment Plan Agent) across 4 systems (Core Banking, Collections Platform, WhatsApp Business API, SMS Gateway); of 10 steps, 1 write to systems and 2 are checks or approvals. Outcome: Payment plan recorded, late interest frozen, customer knows the instalment dates. Approval rule: Plan balance > 25,000 or > 3 instalments → collections team lead approval.
Early-stage collections outreach
- Nightly batch: 12,400 accounts 5–30 days past due listed
- Balance, days past due and 6-month payment behaviour pulled
- Customer A.K.: 22 days past due, 32,600, propensity 0.68 → WhatsApp
- Plan: soft reminder → reply → plan offer → approval → record
- WhatsApp reminder with "pay today / request a plan" options
- Customer: "salary on the 25th, can we split in three?" → plan request
- Policy: ≤ 3 instalments, first within 15 days → 3 × 10,867 eligible, above threshold
- Balance > 25,000 → collections team lead approved the plan
- Payment plan #PP-33120 created, late interest frozen
- Plan summary and first due date (25 Sep) sent by SMS
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Nightly batch: accounts 5–30 days past due
Payment plan recorded, late interest frozen, customer knows the instalment dates
Agents
Collections Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Segmentation Agent
Scores propensity to pay, picks channel and tone
get_delinquent_accountsscore_propensitypick_channelDialogue Agent
Talks to the customer, understands intent to pay and plan requests
send_whatsappparse_replypropose_planPayment Plan Agent
Calculates and records a policy-compliant plan
calculate_plancreate_payment_planfreeze_late_interestsend_smsSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Collections Supervisor | Nightly batch: 12,400 accounts 5–30 days past due listed | — | 300 | — |
| 02 | tool | Segmentation Agent | Balance, days past due and 6-month payment behaviour pulled | Core Banking | 520 | — |
| 03 | reason | Segmentation Agent | Customer A.K.: 22 days past due, 32,600, propensity 0.68 → WhatsApp | — | 680 | 640 |
| 04 | plan | Collections Supervisor | Plan: soft reminder → reply → plan offer → approval → record | — | 260 | 180 |
| 05 | notify | Dialogue Agent | WhatsApp reminder with "pay today / request a plan" options | WhatsApp Business API | 250 | — |
| 06 | reason | Dialogue Agent | Customer: "salary on the 25th, can we split in three?" → plan request | — | 540 | 470 |
| 07 | verify | Payment Plan Agent | Policy: ≤ 3 instalments, first within 15 days → 3 × 10,867 eligible, above threshold | — | 610 | 520 |
| 08 | approval | Collections Supervisor | Balance > 25,000 → collections team lead approved the plan | — | 2,700 | — |
| 09 | write | Payment Plan Agent | Payment plan #PP-33120 created, late interest frozen | Collections Platform | 480 | — |
| 10 | notify | Payment Plan Agent | Plan summary and first due date (25 Sep) sent by SMS | SMS Gateway | 220 | — |
Dialogue banking: voice and text transaction assistant
The customer talks or types; bill, limit, dispute and transfer are completed in core banking in one session.
Credit card limit increase
The customer types in the app or talks to the call centre; the decision takes seconds, and anything above threshold goes to a manager.
Digital account opening (KYC)
ID, liveness and sanctions checks in one flow; clean applications open an account in minutes, no branch visit.
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