reminder. At the phases of large delays - stricter, harsher intonations."

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Deputy General Director of ABK LLC Evgeniya Utkina called the collection sphere one of the leaders in the use of AI: "Firstly, in the work on collecting any type of debt, the number of outgoing calls significantly exceeds incoming calls. When working with overdue debt, 85% of outgoing calls are made by a robot operator, 99.5% of call germany whatsapp number database s are processed by the robot independently and only 0.5% are transferred to the contact center operator. Secondly, this is the emotional component. Calls from contact center operators for debt collection often cause a negative reaction. The operator cannot help but react to the emotionality of a client who is experiencing financial difficulties. The use of voice robot technology minimizes the influence of the human factor and improves the quality of interaction with clients." According to her assessment, the technology is in demand for any company with a large number of debtors, such as financial institutions, collection agencies, telecommunications companies, etc., while using a robot operator is 10 times cheaper than the work of a contact center specialist.

"The main reason for any robotization is the search for ways to optimize collection costs. Business expects that the machine works faster, more efficiently and cheaper. In addition, robots do not get sick, do not take days off, do not get tired and do not burn out," says Sergey Ulyanov. "In addition, the company may have a strong taste for innovation: there are technological champions who are used to working with innovations. The driver may also be external: a regulator's requirement or an increase in the overall maturity of the business environment. But the maximum effect is achieved only when voice robots are combined with advanced speech analytics tools, and all communication results, including via the robotic channel, are used in collection strategies, which in turn are executed in a single space - the CRM system."

Alexander Krushinsky named cost reduction as the main, and often the only, motive for automation: "The economics are quite simple. The cost of one operator for a contact center is from 700 thousand to 1 million per year. Large collection contact centers can employ dozens or hundreds of operators. Such calls lend themselves well to robotization both at the soft collection phase, that is, at the debt reminder phase, and at the stage of working with long-term overdue debts - when you need not just to remind, but also to motivate the debtor to repay."