Harvard Business Review Analytic Services: Modernizing Debt Collection through AI and Emotional Intelligence

The debt collection landscape is evolving, driven by rising consumer expectations and a need for empathy-focused engagement. This shift demands innovative methods that merge advanced technologies like artificial intelligence (AI) with emotional intelligence (EI) to facilitate respectful, human-centric interactions. This Harvard Business Review Analytic Services white paper explores how organizations are reimagining debt recovery practices to not only improve repayment rates but also strengthen customer relationships and loyalty.