Revolutionizing Cash Flow – The AI Collections Coordinator
Get Paid Faster: How Copilot Transforms Credit and Collections in D365 FO
Introduction
The "Collections" department often has the hardest job in finance. Agents spend hours digging through aged balances, reading months of email threads, and piecing together payment promises just to make a single phone call. It is manual, tedious, and prone to error.
In Part 3 of our series, we explore how Copilot steps into the role of a Collections Coordinator, turning hours of research into seconds of insight.
Caption: Moving from chaotic manual tracking to AI-assisted precision.
The Problem: Information Overload
Before calling a customer about an overdue invoice, an agent needs to know:
What is the total outstanding amount?
When did we last speak?
Did they promise to pay next week?
Gathering this information usually requires clicking through five different screens. Copilot changes this by consolidating everything into a single, AI-generated summary.
How Copilot Helps
When you open the Collections Coordinator workspace, Copilot analyzes the customer's history and provides:
Instant Account Summaries: It reads recent activities, notes, and payment history to give you a natural language summary (e.g., "Customer X has a large overdue balance but promised to pay invoice #123 by Friday").
Drafting Communication: Copilot can draft a reminder email for you. It pulls the specific invoice numbers, dates, and amounts, striking the right tone—polite for a first reminder, or firm for a severely overdue account.
Caption: Copilot summarizes the account status instantly.
Real-World Impact
This feature is a game-changer for cash flow. By removing the 15 minutes of "prep time" needed before every collection call, agents can contact more customers per day. The AI-drafted emails ensure that communication is professional and accurate, reducing the risk of human error (like citing the wrong invoice number).
, just a friendly reminder regarding invoice #555..."] Caption: Auto-drafted emails that are personalized and accurate.
A Note for Developers & Admins
To get this working, you aren't writing code, but you are managing connectivity. This feature relies on the connection between D365 Finance and the Dataverse. As a technical lead, ensuring your Dual-write or Virtual Entity configurations are healthy is critical for Copilot to access the data it needs to generate these summaries.
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