Collections & payment recovery
Give your collections team more time for accounts that need a conversation. Coordinate routine follow-up, identity checks and approved payment options, with hardship and disputes assigned to a specialist.
ExploreAI workforce orchestration · Collections
Keep payment follow-up organized. Give sensitive cases personal attention.
Use AI agents to send eligible payment reminders, gather account information and coordinate callbacks within your contact and account rules. Collections specialists handle hardship, disputes and exceptions, with a clear record of what was requested and what happened.
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A practical place to start
Start with one account segment and contact pathway. Agree eligibility checks, identity requirements, permitted offers and specialist coverage before launch.
- Connect the approved information and systems the workflow needs.
- Test routine requests, exceptions and handoffs with your team.
- Compare completion, rework and human effort against your current process.
Where the team loses time
- Inconsistent outreach timing
- Manual callback tracking
- Regulatory compliance risks
Workflows to evaluate
- Campaign-based reminder programs
- Payment or callback coordination
- Human escalation for exceptions
Set the rules for AI actions and human decisions
- Contact eligibility and suppression checks
- Recorded contact attempts and outcomes
- Specialist review for hardship, disputes and exceptions
Plan the first rollout
- Connect campaign systems and DNC lists
- Enable activity records from day one
- Keep exceptions with operators
Explore workflows for this team.
Give overdue accounts a clearer next step
WHAT STARTS THE WORK
An eligible payment follow-up is due under the agreed contact rules.
AI agents
- Outreach worker
- Verification worker
- Resolution worker
- Hardship & disputes specialist
- Collections supervisor
Workflow steps
- Select & checkCollections supervisor
- ReachOutreach worker
- VerifyVerification worker
- Understand intentResolution worker
- Resolve or escalateResolution worker
- Write backResolution worker
4 operating rules · 4 decision rules · 4 channels · records to verify
THE RESULT TO CHECK
A recorded response and approved next step, with hardship, disputes and exceptions referred to specialists.
Context, channels and boundaries
Explore AI-assisted payment follow-up: review contact eligibility, prepare approved options and record next steps, with hardship and disputes handled by your team.
Build recorded consent, identity checks and approval thresholds into the workflow so permitted actions use the right controls and staff can review the evidence.
Channel options: Voice · SMS · WhatsApp · Email. Connections, permissions, human coverage and results require validation for your deployment.
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