Sber’s AI-Driven Collections and Digital Enforcement: A New Era for Financial Recovery

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Sber has deployed more than 200 artificial intelligence models that assist the organization in building customer profiles, planning operations, monitoring accounts, and making informed decisions about debt repayment. Kirill Demin, Deputy Head of Sberbank’s Department for Working with Troubled Assets, spoke about these capabilities during the conference “Collection Technologies in the Age of Digital Transformation” held in Samara. The event highlighted how advanced analytics and automated workflows are reshaping the way collections are managed in today’s financial landscape.

He explained that digital technologies integrated into standard clearing and collection processes enable faster execution and lower costs. When a debt is resolved more quickly, there is greater flexibility in payment timing and a reduction in the overall debt burden. This acceleration also helps preserve asset value, increasing the likelihood of achieving a higher sale price if liquidation becomes necessary, thereby improving recovery outcomes for lenders.

Demin noted that digital layout optimization reduces human error and enhances process reliability across teams. The automation layer not only accelerates tasks but also provides consistent decision criteria, which minimizes variations that could arise from manual workstreams.

Within retail reconciliation, the models guide engagement tactics tailored to individual customers. The framework determines whether outreach should be a phone call, an SMS, a face-to-face meeting, or a court action. Sberbank has long been using an artificial intelligence-driven robot operator to interact with customers, enabling around 84% of communications to occur without human intervention. The business impact of deploying robotic interaction is estimated to reach 2.4 billion rubles annually, reflecting substantial efficiency gains and improved collection velocity across portfolios.

Digital transformation in enforcement proceedings involves the introduction of electronic enforcement documents, routing them through digital channels, and modernizing the enforcement registry system. This shift toward electronic workflows reduces delays and enhances traceability across the enforcement lifecycle.

Demin added that Sber has amassed nearly 400 thousand electronic enforcement letters valued at about 78 billion rubles, including roughly 320 thousand notarized letters (with around 50 thousand additional enforcement documents). These figures illustrate the scale of digital adoption within the enforcement domain and its potential to streamline legal processes while maintaining rigorous accountability and auditability.

According to the executive, the transition to electronic enforcement documents has shortened the time required to initiate enforcement proceedings by a factor of ten, with current initiation times not exceeding six days. This rapid start-up enhances responsiveness to delinquency while allowing institutions to allocate resources more efficiently and reduce overall cycle times across collections and enforcement activities.

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