Why Debtors Actually Prefer Talking to AI

The Surprising Discovery

When we first deployed Kleva's AI agents, we expected resistance. We thought debtors would hang up once they realized they were talking to AI. We were completely wrong.

Our data from 2.3 million calls shows debtors are 2.7x more likely to complete a payment arrangement with AI than with human agents.

We had to understand why. So we surveyed 5,000 debtors across Mexico, Brazil, and Colombia. The answers changed how we think about collections.

The Psychology of Debt Shame

Finding #1: No Judgment

"The AI doesn't judge me. With humans, I can hear it in their voice—they think I'm a deadbeat. The AI just wants to help me find a solution." — Maria, 34, São Paulo

68% of surveyed debtors said they feel less ashamed talking to AI. There's no human on the other end forming opinions about their financial situation.

Finding #2: Emotional Neutrality

"Human collectors get frustrated or angry. Sometimes they're having a bad day and take it out on you. The AI is always calm, always professional." — Carlos, 41, Mexico City

AI doesn't have bad days. It doesn't get tired at 3pm. It doesn't carry the frustration from the previous call. Every interaction starts fresh.

Finding #3: No Power Games

"With human collectors, it feels like a battle—who's going to win? With AI, it's just about solving the problem." — Ana, 28, Bogotá

The ego element disappears. It's not person vs person. It's person and AI working together to find a solution.

The Data Backs It Up

Why AI Creates Better Conversations

1. Infinite Patience

AI never rushes debtors. If someone needs to explain their situation for 10 minutes before discussing payment, AI listens. Human agents have quotas and get impatient.

2. Perfect Memory

AI remembers every previous interaction. Debtors don't have to re-explain their situation every call. This builds trust and saves time.

3. Consistent Empathy

Our AI is programmed with empathy patterns that never falter:

• "I understand this is a difficult situation"
• "Let's work together to find a solution"
• "What payment arrangement would work for you?"

It's scripted empathy, but it's consistent. Debtors know what to expect.

4. No Tricks or Pressure

Human collectors often use psychological pressure tactics. AI doesn't. It simply presents options and lets debtors choose. Paradoxically, this leads to higher payment rates.

The Unexpected Benefits

What Debtors Tell Us

Here are real quotes from our post-call surveys:

• "Finally, a collector that treats me like a human being" (ironic, we know)
• "I actually saved the number. First time I've ever done that with a collector"
• "It felt like talking to a financial advisor, not a debt collector"
• "No yelling, no threats, just solutions. Why wasn't it always like this?"
• "I paid because the AI was respectful. Human collectors made me want to avoid them"

The Future of Empathetic Collections

This isn't about replacing humans—it's about using AI where it performs better. Debtors in financial distress need consistency, patience, and non-judgmental support. AI delivers this at scale.

The paradox is beautiful: By removing the human element from initial collections, we've made the process more humane.

As one debtor in Guadalajara told us: "Your robot is more human than most humans I've dealt with."