AI Collection Management System

A company struggled to handle the multitude of incoming customer inquiries and reminders in a timely manner due to limited personnel resources. The manual process – reading the inquiry, researching SAP data, formulating a response – was too time-consuming for the available team.

Phase 1 – Response Generation

The developed solution automates this process in two phases: In the first phase, a Microsoft Foundry Agent analyzes incoming customer inquiries, extracts relevant information from SAP and automatically generates appropriate response drafts. These are saved as drafts in the central email inbox, where employees can review them, adjust if necessary and send.

Phase 2 – Escalation Management

The second phase focuses on proactive collection management: The system tracks incoming reminders, monitors their status daily and generates automatic process escalations based on defined criteria. Severely overdue reminders trigger email notifications to the responsible employee and/or manager – ensuring that critical cases don't fall through the cracks.

Technical Implementation

Multiple Azure Logic App workflows orchestrate the overall process. Azure Functions connect the Foundry Agent and implement the escalation logic. Azure Cosmos DB serves as the central storage for tracking reminders, customer inquiries and generated responses.