How Izzi surpassed human efficiency in early delinquency with AI and maximized its ROI

Izzi manages a massive and dynamic customer base, which demands a precise collections operation to protect service continuity and cash flow health.

The primary challenge lay in early delinquency (D1–D17), where the traditional model relied on manual efforts that:

• Limited operational scalability.
• Led to variations in recovery effectiveness.
• Made resource optimization difficult.

The objective was clear: to surpass the performance of the traditional management group through a smart, automated strategy focused on efficiency and return on investment.

• Izzi implemented Colektia's AI infrastructure to take control of its early collections strategy.
• The solution operated using an omnichannel approach.
• The differentiating element was the dynamic contact assignment.
  
  • Colektia's AI agent algorithm (Colly) decided in real-time on the best channel and optimal moment to contact each customer, prioritizing effectiveness over volume.

To validate the real impact of artificial intelligence against the traditional model, a three-month controlled pilot was designed:

• Period: October – December
• Colektia Group: 100% automated smart management.
• Control Group: Traditional management with company-defined methods.
• Scope: Coverage from the preventive stage up to day 17 of delinquency.

This framework allowed for a direct and objective comparison between both models.