QuiteJá & Infobip: How conversational AI is transforming debt collection in Brazil
Learn how QuiteJá uses conversational communication, automation, and intelligence to modernize debt collection in Brazil.
The debt collection market in Brazil has long been defined by traditional models, complex processes, and unfriendly experiences for those on the receiving end of negotiations. In recent years, however, this landscape has begun to change. Digitalization has opened the door to new approaches that are more transparent, efficient, and people-centered.
It is within this context that QuiteJá has built its journey. We spoke with Luiz Fernando Marchiori, Head of Business and Strategy at QuiteJá, about how the company is transforming collections into a simpler, more accessible process aligned with the expectations of today’s digital consumers.
Simplifying collections to bring people and creditors closer together
QuiteJá was founded with a clear purpose: to make life easier for people going through the sensitive moment of debt collection, without creating additional barriers between customers and creditors.
Collections need to be simple, transparent, and informative. They shouldn’t push customers away from creditors. On the contrary, they should help rebuild a healthy relationship.
Luiz Fernando Marchiori
Head of Business and Strategy, QuiteJá
From the start, the company has aimed to go beyond simply collecting payments. Financial education, clarity of information, and streamlined digital journeys have become part of its value proposition, making renegotiation more accessible for Brazilians.
From digitalization to intelligence: the evolution of the collections market
The digitalization of debt collection is a relatively recent phenomenon from a historical perspective. Over the past decade, the sector has seen significant acceleration, with the emergence of digital-native companies and the migration of traditional models into digital environments.
For QuiteJá, which was born digital, the current challenge goes beyond basic automation.
Today, our focus is on using artificial intelligence to make the experience smoother, faster, and more secure, for both customers and our partners.
Luiz Fernando Marchiori
Head of Business and Strategy, QuiteJá
AI has become a key element in increasing efficiency, reducing friction, and tailoring the journey to each individual’s context.
WhatsApp as the leading negotiation channel at scale
Within this strategy, conversational channels play a central role. Throughout 2025, WhatsApp has established itself as the most effective channel for QuiteJá.
Today, more than half of everything we negotiate originates on WhatsApp. It’s been a very significant growth in a short period of time.
Luiz Fernando Marchiori
Head of Business and Strategy, QuiteJá
User preference for the channel, combined with the ability to deliver a more direct and accessible experience, has helped scale results without sacrificing efficiency.
A partnership built on efficiency, security, and scale
The relationship between QuiteJá and Infobip began years ago, initially with SMS, and evolved as the company’s channel strategy matured.
When we decided to diversify beyond SMS and email, we looked for a market leader. Infobip came highly recommended, and the partnership has worked extremely well.
Luiz Fernando Marchiori
Head of Business and Strategy, QuiteJá
Beyond enabling communication channels, support, security, and the ability to scale operations were key factors in their joint growth.
AI, humans, and the future of conversational collections
Despite advances in automation and artificial intelligence, QuiteJá believes that balancing technology with human interaction will remain essential. AI represents a transformation as significant as the early days of digitalization in the collections sector, enabling negotiations to happen in the right channel, at the right time, with less friction.
In this context, technology becomes a facilitator of the journey, helping tailor communication to each individual’s profile, context, and needs, without imposing rigid paths or inflexible experiences.
Innovation as the essence of the partnership
When asked to summarize the partnership with Infobip in one word, Luiz Fernando doesn’t hesitate: innovation.
It’s impressive to see how much you innovate in communication and how that can transform not just the collections market, but many other industries in Brazil.
Luiz Fernando Marchiori
Head of Business and Strategy, QuiteJá
QuiteJá’s experience shows that even in traditionally complex sectors, it is possible to create more human, efficient, and transparent journeys. When communication, technology, and strategy come together, collections stop being an obstacle and become an opportunity for reconnection.
