Industry use case · 4 min read
Most utilities send 3 SMS reminders before involving a human caller. AI is a more effective middle step.
A telco or utility with 500,000 prepaid users sends roughly 1.5 million payment-reminder SMS each month. Conversion to actual payment is maybe 18 %. Then they hand the unpaid accounts to a collections team that costs ₹140 per call and is genuinely unpleasant for everyone involved.
Insert an AI calling step between SMS reminders and human collections. Polite Educator-template agent calls 5 days before due date. Confirms the customer received the bill, walks through pay-now-via-link options, asks if anything has changed in their situation. The conversation feels like service, not collections.
The 8-12 % of customers who don’t pay even after the AI call are the ones who genuinely need follow-up. Human collectors waste no time on the 90 % who would have paid anyway. The whole pipeline gets cleaner.
On-time payment rates improve 9-14 percentage points in the first quarter of running this.
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