Banking & FinanceFinanceAR Dunning

Automated Multi-Stage Dunning for B2B Invoice Collections

This workflow automates the entire dunning lifecycle, ensuring consistent and timely contact with delinquent payers whilst reducing DSO and manual workload. AI agents escalate intelligently based on payment behaviour and customer response.

AI operates via

Voice AgentEmail AutomationCRM SyncLive Handoff

Deploy This Template

How It Works

01
Invoice Threshold Trigger
When invoice reaches Day 3 past due, AI system identifies account and gathers payment details, customer contact info, and transaction history from accounting system.
02
Soft Reminder Email (Day 3)
AI sends personalised, friendly email reminder with invoice summary, due date, and payment instructions, logged to CRM with open/click tracking.
03
Follow-Up Email (Day 7)
If unpaid, AI sends second email with firmer tone, highlighting outstanding balance, early payment discount offer (if available), and urgency messaging.
04
Voice Call & Final Notice (Day 14)
AI voice agent calls account decision-maker, confirms receipt of notices, negotiates payment date, and if unsuccessful, sends final demand letter via email and SMS.
05
Collections Handoff (Day 21)
If invoice remains unpaid, AI automatically escalates to Collections team via live handoff, transfers all conversation history, and routes account for external agency placement if authorised.

See How It Works

The AI Employee executes each step autonomously - no human intervention required unless explicitly configured.

Invoice Threshold Trigger

Soft Reminder Email (Day 3)

Follow-Up Email (Day 7)

Voice Call & Final Notice (Day 14)

Collections Handoff (Day 21)

Step 01

Invoice Threshold Trigger

When invoice reaches Day 3 past due, AI system identifies account and gathers payment details, customer contact info, and transaction history from accounting system.

Step 02

Soft Reminder Email (Day 3)

AI sends personalised, friendly email reminder with invoice summary, due date, and payment instructions, logged to CRM with open/click tracking.

Step 03

Follow-Up Email (Day 7)

If unpaid, AI sends second email with firmer tone, highlighting outstanding balance, early payment discount offer (if available), and urgency messaging.

Step 04

Voice Call & Final Notice (Day 14)

AI voice agent calls account decision-maker, confirms receipt of notices, negotiates payment date, and if unsuccessful, sends final demand letter via email and SMS.

Step 05

Collections Handoff (Day 21)

If invoice remains unpaid, AI automatically escalates to Collections team via live handoff, transfers all conversation history, and routes account for external agency placement if authorised.

Key Results

16 days

DSO Reduction

68%

Collection Rate Uplift

80%

Manual Follow-Up Hours Saved

54%

First-Contact Resolution

Frequently Asked Questions

Can the AI customise dunning messages for different customer segments?

Yes. Segment rules can be configured (e.g., VIP accounts receive softer messaging, new customers get extended grace periods). AI references customer history and payment behaviour to personalise each contact.

What happens if a customer calls or emails during the dunning sequence?

All inbound communication triggers a pause in the automated sequence, and the case is routed to a human agent or live handoff. The customer interaction is logged, and dunning resumes only after resolution or escalation.

Does the AI handle partial payments?

Yes. If a partial payment is received, the AI recalculates the outstanding balance, adjusts the dunning schedule, and continues chasing the remainder with updated messaging.

Can we customise the dunning schedule (e.g., different days for large invoices)?

Absolutely. Rules engine allows threshold-based scheduling: invoices > £50k may escalate to voice on Day 10, whilst smaller invoices follow the standard 3-7-14-21 cadence.

How does the AI handle currency conversions for international invoices?

The system pulls live exchange rates from configured sources and displays amounts in customer's local currency, with conversion notes in communications.