Empathy to the appropriate point in the process – This is how AI and behavioral science are transforming demand management
According to Sebastian Clajus, a director of behavioral science at PAIR Finance, debt management is important not only because of clients’ payment delays, but also because of the underlying emotions and processes, such as shame or stress. In an interview, he emphasized the role of AI and human empathy in managing debts, as well as the importance of personalized solutions in making the payment process less stressful. The topic will also be discussed in detail at the Debt Management Trends 2026 conference.
Debt management is often seen as something that comes into play when clients are unable or unwilling to pay. According to Sebastian Clajus, the head of behavioral science at PAIR Finance, the reality is much more complex: shame, stress, decision overload, and poorly designed processes can all be at play. In an interview with Portfolio, the expert discussed when AI can make a difference and when human empathy is essential, and how personalized customer journeys can make the process of paying overdue debts more efficient and less stressful. Sebastian will discuss the topic in more detail at the “Debt Management Trends 2026” conference on September 15, which is worth registering for now before the tickets run out.
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