Collections that run themselves — humans handle only the exceptions.

The challenge

Rent collections ran on static scripts: the same message to every resident, regardless of their history or situation. Engagement was low, delinquency was high, and the gap was being filled the expensive way — with staff making manual call after manual call.

One-size-fits-all outreach has a ceiling. When every reminder sounds identical, residents tune it out — and the accounts that genuinely need a conversation are buried in the ones that just need a well-timed nudge.

What we built

Zeitwerk built a two-way SMS and AI voice system with messaging personalized per resident by GPT — not a louder version of the old blast, but outreach that adapts to each account. Pacing is deliberately calibrated, and every campaign is tracked end to end.

• Two-way SMS with a 98% delivery rate — residents can reply, not just receive
• Natural AI voice calls for accounts that need more than a text
• GPT-personalized messaging per resident, with calibrated pacing
• Campaign tracking across every touch, so nothing is chased twice or missed

The result

AI now drives all first contact. Manual calls dropped by 70%, and agents only step in on escalated cases — the conversations that genuinely require judgment. The shift is worth an estimated $120K per year in staff time and collections efficiency.

Technology