case study
Financial Services
National Bank of Greece: Transforming Debt Collection with Moveo.AI
566%
Deployment Acceleration
more than 20,000
messages per month
+60%
More likely to pay
+15%
collection rate than financial consultants
Ipsem Lorum
National Bank of Greece
The challenge
NBG faced significant challenges in managing overdue amounts across multiple financial products including Credit Cards, Overdraft Accounts, and Mortgage Loans. The traditional approach relied heavily on human agents, which was both costly and limited in scale, preventing the bank from reaching all customers with early delay notifications effectively
The solution
NBG chose Moveo.AI for its ability to deliver automated, personalized debt collection communications through conversational AI powered by advanced messaging capabilities that continuously optimize collection strategies and align with the bank's digital transformation goals
The result
Moveo.AI has evolved into NBG's primary collection communication tool, delivering 60% higher payment likelihood compared to human agents in the 3,000-customer pilot and scaling to 20,000 customers per month post-pilot, demonstrating how AI collection agents redefine debt collection
About National Bank of Greece
The National Bank of Greece (NBG) is one of Greece's leading financial institutions. NBG offers a comprehensive range of banking services including retail banking, corporate finance, and specialized lending products across domestic and international markets
INDUSTRY: Financial Services
HQ: Greece
PROJECT IMPLEMENTATION: 1 month
Scaling debt collection with AI Agents
NBG faced rising overdue amounts across Credit Cards, Overdrafts, and Mortgages, and their manual, human agent-based collection process was resource-intensive, limited in reach, and slow in notifying customers early. With growing delinquency rates and the need to maintain customer relationships, NBG aimed to modernize collections: deliver faster, personalized communications at scale, optimize costs, improve collection rates, and ensure consistent outreach across all account types.
To achieve this, NBG partnered with Moveo.AI, whose enterprise-grade conversational AI seamlessly integrates with messaging channels like Viber and has proven success in financial services collections, handling thousands of cases while ensuring compliance and preserving the personal touch customers expect.
Proven in pilot with thousands of accounts, now scaled to handle tens of thousands with consistent results.
NBG deployed Moveo.AI’s automated collection system via Viber messaging.
The 1-month pilot covering 3,000 customers showed an immediate impact, with collection rates significantly outperforming traditional methods by achieving more than 60% more likely to pay when compared to the traditional debt collection.
Following the successful pilot, NBG scaled the solution to reach 20,000 customers monthly, maintaining strong performance improvements and operational efficiency.
