Pefisa doubles collections effectiveness with AI
How Hyper Agente Ana combined voice and WhatsApp to reactivate a portfolio of customers more than 120 days past due, one no digital agent could convert.
Collections · Fintech
≈2x
recovery effectiveness
Rising from around 20% to nearly 40% over the period
≈3x
growth in monthly agreement volume
From pilot to full AI-led operation
+100%
growth in monthly collections
Monthly collections more than doubled over the period
The challenge
Reactivating the portfolio no one could convert
Recovering credit from customers more than 120 days past due is one of the toughest challenges any collections operation can face: these are consumers who have already gone through multiple contact tracks without converting. That was exactly the portfolio Pefisa, a fintech and the financial arm of Pernambucanas, a pioneer in retail credit since the 1970s, needed to reactivate. The previous digital agent, based on a rigid decision tree, covered many scenarios but did not understand the customer's real pain point or personalize negotiation offers. There was also a demographic challenge: a lower-income audience with a strong presence of older customers used to in-person service at physical stores, who expect simplicity, clarity and trust in every financial interaction.
Trabbe's solution
Hyper Agente Ana: voice and WhatsApp in one journey
Trabbe was the first partner to deploy an AI voice solution at Pefisa. In place of the decision tree came Hyper Agente Ana, powered by BYX, Trabbe's proprietary generative AI. The operation started as a pilot with just three Hyper Agentes in October 2025, and by January 2026 the AI was handling every interaction in the portfolio, with a dedicated curation team monitoring conversations and feeding improvements back into the solution.
Natural negotiation by phone
Ana calls the customer, presents their outstanding invoices and conducts the negotiation over the phone in natural language, probing the real reason for the delay before offering any condition.
From the call to payment on WhatsApp
At the end of the call, Ana hands the conversation off to WhatsApp, where the customer receives the payment slip and completes payment on the spot through the app's native PIX button.
Regional accent and accessible language
Ana adjusts tone, vocabulary and format to each person's level of digital literacy. For the Northeast region, her voice adopted a local accent, building recognition and trust among customers who previously only handled matters in-store.
Proven results
Double the effectiveness on a portfolio no one could convert
Over five months of operation, between November 2025 and March 2026, Hyper Agente Ana delivered concrete results for Pefisa.
Effectiveness nearly doubled
Recovery effectiveness nearly doubled over the period, rising from around 20% to nearly 40%, and has remained above 35% in the most recent months.
Agreement volume nearly tripled
Monthly agreement volume nearly tripled and monthly collections more than doubled, with the operation scaling from pilot to full AI-led operation in about three months.
Collections as a pillar of innovation
The impact went beyond the numbers and changed how the collections area is seen internally, now viewed as a benchmark for innovation within Pefisa.
"The collections department has come to be seen as a true pillar of innovation within Pefisa. Trabbe has become an extremely important and competitive strategic partner compared with the other third parties handling collections. The results have been so strong that we are already working on new projects to expand the Hyper Agente's role." — Pefisa representative
Talk to a Hyper Agente
Listen to a Hyper Agente and see for yourself
AI voice collections can sound like a promise until the moment you answer the call. In a demonstration lasting just a few minutes, you talk to a Hyper Agente with the same capabilities as Ana: it negotiates naturally by phone, continues the conversation on WhatsApp and carries it through to payment.
Schedule a demonstration with Trabbe and talk to our team about how a Hyper Agente fits your operation. Get in touch and let's build your next success story together.