The collections industry has been historically defined by an antagonistic and high-stress dynamic, plagued by a fundamental lack of trust. Nova Gestões, a leading Brazilian debt recovery agency, is redefining this narrative by pioneering a more human approach with personalized, digital-first journeys. By anchoring their strategy in empathy rather than intimidation, they empower Brazilian consumers to resolve their obligations through supportive, collaborative negotiations.

Join us to learn how they leveraged Twilio’s Programmable Messaging (WhatsApp, SMS, RCS) and Voice (Conversation Relay) to build a scalable, AI-powered operation that turns stressful conversations into empathetic ones. We’ll also explore how they moved beyond SMS to create interactive, branded negotiations that enable respectful dialogue while driving higher recovery rates.

Key Takeaways:
- Omnichannel Strategy: Why RCS and WhatsApp outperform traditional SMS for conversion.
- AI Voice Agents: Scaling negotiations via Twilio Conversation Relay without sacrificing trust.
- Regulated Innovation: Practical frameworks for deploying AI in high-stakes, compliant environments.
- Business Impact: Measuring success through recovery rates, cost-to-collect, and CX improvements.

Ideal for CX leaders and technical decision-makers looking to modernize complex customer journeys with AI and rich messaging.