How Falabella fully scaled its digital collections with Colektia's AI

Banco Falabella Peru needed to transform its traditional collections into an efficient and scalable digital model. The challenge wasn't just portfolio recovery, but finding a technology partner capable of:

• Matching the effectiveness of human agents
• Increasing contact rates
• Reducing operational costs in the digital segment
• All while maintaining sustained month-over-month growth.

• Colektia's AI Infrastructure was implemented, integrating an omnichannel model led by our AI agent -Colly-.
• The strategy was based on a gradual scaling of the portfolio to demonstrate consistency.
• Through channels such as WhatsApp, AI Agents, IVR, SMS, and Email, Colly made contact decisions based on user behavior, achieving a perfect synergy between technology and results.

Unlike other pilots, this case stands out for an unprecedented curve of trust and success:

• May 2024: Starting with only 30% of the digital segment.
• July 2024: Strong results enable an increase to 50%.
• May 2025: Massive expansion to 90% share.
• December 2025: Total consolidation, achieving 100% of the digital segment, matching the recovery rate of the traditional call center.