Post-loan: The era of AI robots

Transformation Overview

Currently, consumer finance companies are gradually shifting from passive responses to proactive services in post-loan collection processes, using collection scoring cards, intelligent outbound calls, and robotic collections.

◎ Intelligent Collection Accounts for Over 80% or Even 90%

Statistics show that more than half of the institutions report that intelligent collections have become dominant throughout the entire collection cycle, especially as AI intelligent robots can independently complete tens of thousands of collection calls.

◎ Intelligent Collection Methods Are Becoming More Diverse

In terms of specific intelligent collection methods, collection scoring cards, intelligent outbound calls, and robotic collections are the three most frequently used tools by institutions.

◎ Clear Advantages of Intelligent Post-Loan Management

Intelligent AI robots can be programmed with different personas and tones, quickly responding to user communication needs and scenarios by intelligently calling different types of robots.

◎ Future Layout in Three Directions

The support of technology has promoted the deep adaptation and integration of scene development, customer service, and business processes.

Transformation Challenges

With the further regulation of personal information usage, the value of overdue customer information repair has narrowed, and the rate of customer loss has increased; the market has also given rise to the suspicion of “agent rights protection.”

◎ Grasping the Compliance Boundaries of Post-Loan Collection

The issue of violent collection infringing on consumer rights has intensified in recent years, becoming a key area for regulatory remediation, with multiple compliance requirements having been introduced.

◎ Balancing the Cost and Efficiency of Collection

The amount of individual loans in consumer finance is low; while intelligent robotic collections can largely solve the aforementioned problems, the high standardization of intelligent robots leads to high initial R&D costs.

◎ Weak Links Remain in Human-Robot Interaction

The application of intelligent collection robots has become more widespread, but there are still weak links in human-robot interaction, such as gaps in strategy configuration between intelligent collection robots and manual collections.

◎ How to Effectively Transfer Non-Performing Assets

In addition to collection and write-off, consumer finance companies also face the challenge of how to effectively transfer already formed non-performing assets due to the low and unsecured nature of these assets.

Breaking the Transformation Dilemma

Cutting-edge technologies such as the Internet of Things, cloud computing, big data, artificial intelligence, and blockchain are key elements of digital transformation in finance, further leveraging the expertise of manual collection teams.

◎ Putting Entire Loan Electronic Data on the Blockchain

Some institutions are experimenting with new technologies such as blockchain and cloud computing. In overdue loan litigation, companies are using blockchain evidence storage technology to put the entire loan electronic data on the blockchain, turning electronic data into electronic evidence and establishing a mechanism for risk prevention and dispute resolution that integrates information retention, evidence fixation, and evidence review.

◎ Continuously Increasing Investment in Technological Resources

With the widespread adoption of digital financial products and services, multiple consumer finance companies have indicated they will increase investment in technological resources, providing quality financial services externally through intelligent capabilities and driving internally through technologies such as big data, artificial intelligence, and cloud computing.

◎ Traditional Post-Loan Management Cannot Be Abandoned

In addition to methods like intelligent robotic collections, consumer finance companies will also adopt self-managed manual collections, SMS and letter reminders, and outsourced collections; furthermore, they will promote collections through court litigation and online arbitration; additionally, there will be channels such as notarization and multi-channel dispute resolution (such as pre-litigation mediation, arbitration mediation, and people’s mediation).

(Edited by: Ma Jinlu HF120)

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