LuxembourgTechnology and telecom2026 – ongoingMillicom
Generative AI debt collection through WhatsApp
Millicom reported better late-debt recovery after introducing generative AI through WhatsApp
Problem
Customers increasingly ignored calls from unfamiliar numbers. Millicom's manual, telephone-based collection process struggled to reach overdue customers.
Approach
Millicom implemented a collection platform that combined generative AI with automated portfolio assignment. It used WhatsApp to support repayment negotiations with overdue customers.
Results
No published figures
Takeaway
Millicom reported better recovery of late debts and lower costs per interaction. It did not disclose the size of either improvement.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Finance, risk and legalCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Millicom's project account described an implemented collection platform with generative AI in WhatsApp. It reported improved late-debt recovery and lower interaction costs without numerical results.
Full details are in the original sources.
