MentorIA - Mentor for the operators of collection advisory services Qorus-Infosys Finacle Banking Innovation Awards 2025

MentorIA is an innovative solution that uses Generative Artificial Intelligence to act as an automated mentor in the evaluation and feedback process of customer service calls handled by partner collection agencies. The motivation for this project came from the Credit Recovery department, which identified significant variability in service quality—directly impacting credit recovery performance and customer relationships. Our main goal was to standardize and elevate the quality of service, promoting a more courteous, clear, and empathetic approach, while also improving renegotiation conversion rates. Unlike other market solutions that typically focus on quantitative indicators, MentorIA can transcribe call audio, interpret qualitative aspects such as politeness, empathy, and clarity, and generate personalized feedback for each interaction, as well as consolidated daily reports. These insights are shared directly with the agencies, enabling quick and continuous improvements. The innovation was developed through a partnership between the Credit Recovery department, which identified the opportunity, and the Data Intelligence team, which enabled experimentation through the BRIDGE platform—a dedicated infrastructure for testing and deploying generative AI solutions. Following a successful proof of concept, the project was prioritized for production deployment, with the Data Science team contributing to model refinement. As a result, MentorIA not only helps standardize and improve service quality but also provides a competitive advantage by enhancing credit recovery efficiency, improving customer experience, and positioning the organization at the forefront of generative AI adoption in the financial sector.