All use cases

Collect / Recover

Compliant collections and promise-to-pay

A customer just missed an instalment — the next conversation decides whether you recover the balance and keep them, or lose both.

Get aheadNext best thingClose the loopRisk triggerTime-based triggerSystem triggerVoiceSMSEmailChatFintechHealth & Telehealth

What it does

Collections is where most companies burn the relationships they spent the most to build: scripted call-center pressure, tone-deaf letters, and no memory of anything the customer said last time. Done badly it also creates regulatory exposure — FDCPA, FCA rules, Consumer Duty. The agent works the whole arc from pre-delinquency to overdue: it makes outbound promise-to-pay calls with identity verification, a plain explanation of the balance and consequences, and a concrete way out — same-day payment through a secure link, a structured plan, or a late-fee waiver as an incentive. When it hears hardship, it stops collecting and switches to a vulnerability procedure: gathering income and expenditure, then recommending a forbearance arrangement for a human to approve. Every contact lands inside policy, on the record, and in a tone that keeps the customer.

How it works

  1. 1
    Trigger. an account crosses a delinquency threshold — a missed instalment, an invoice past due, a broken promise-to-pay, or a pre-delinquency risk score — or an inbound collections callback arrives.
  2. 2
    Decision. the agent reads the account: balance, arrears state, payment and contact history, prior promises, hardship and vulnerability flags. It checks contact windows, frequency caps, and disclosure requirements against the compliance policy, and a judge gates every outbound contact before it goes.
  3. 3
    Action. an outbound call or message opens with identity verification, then states the balance and what happens next in plain language, and offers the resolution menu — settle today via a secure payment link to the client's hosted payment step, commit to a structured plan, or take the late-fee waiver for paying now. Each promise-to-pay is recorded with an amount and a date.
  4. 4
    Follow-through. callback cadences are scheduled and kept; kept and broken promises are tracked and followed up; hardship signals route to the income-and-expenditure sub-procedure with a human approving any forbearance. Inbound callbacks land with full account context instead of a cold start. If the payment arrives on its own, pending outreach is cancelled. Every contact, disclosure, and commitment writes back to a full audit trail.
Example
AgentThanks, you're verified. I'm calling about the instalment that was due earlier this month — it hasn't come through yet. If you can settle it today, I can also waive the late fee. Would you like a secure payment link, or would spreading it over a plan work better?
CustomerI can't pay the whole thing right now. Money's been tight since I changed jobs.
AgentUnderstood — let's not force it. I can set a smaller amount for this week and spread the rest, or if things are tighter than that, I'll ask a few questions about income and outgoings so our team can look at a hardship arrangement. Which would you prefer?

Configuration

How the agent is wired for this use case.

Triggeran account crossing a delinquency threshold — a missed instalment, an invoice past due, a broken promise-to-pay, or a pre-delinquency risk score — or an inbound collections callback
Tools & actions
  • Loan servicing / billing system · read balance, arrears state, payment and contact history, prior promises, and hardship flags
  • Messaging channel · place outbound calls and messages with identity verification, state the balance and consequences, offer the resolution menu
  • Payment provider · hand off to the client's hosted payment step for the secure same-day payment link; the agent never touches card data
  • CRM · record each promise-to-pay with an amount and date, schedule and keep callback cadences
  • Audit log · write every contact, disclosure, and commitment to a full audit trail
Autonomyoutbound contact runs unattended behind the quality judge, inside encoded FDCPA / FCA / Consumer Duty policy — contact windows, frequency caps, required disclosures, identity verification before any account detail. Hardship signals stop collection and route to the income-and-expenditure sub-procedure; any forbearance arrangement is human-approved only. Pending outreach is cancelled if payment arrives on its own.
Channelsvoice · sms · email · chat
Escalationhardship signals route to the income-and-expenditure sub-procedure with a human approving any forbearance.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

delinquency events (payment_missed, days-past-due thresholds), broken promise-to-pay, pre-delinquency risk scores, inbound callback requests

Data

balance and arrears state, payment and contact history, prior promises and plans, hardship and vulnerability flags, consent and contact-window preferences

Guardrails

FDCPA/FCA/Consumer Duty rules encoded as policy — contact windows, frequency caps, required disclosures; identity verification before any account detail; judge gating on every outbound contact; hardship detection with human-approved forbearance only; stale-outreach cancellation on payment; a complete audit trail of every contact

Metrics it moves

  • recovered-revenueoverdue balances resolve as same-day payments or kept payment plans instead of aging into write-offs and external agencies
  • conversion-ratea published lending-agent deployment in this category reports 60% of collections conversations converting to a payment commitment
  • csatthe same deployment holds 98% CSAT in collections, the strongest evidence that recovery at scale does not have to cost the relationship

Related use cases

Collect / Recover

Pre-dunning card update

preventing the arrears upstream

Collect / Recover

Bill pay and installment plans with secure hand-off

the payment step this motion lands on

Win back

Borrower lifecycle reactivation

re-opening the relationship after the balance clears

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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