AI voice agent for debt collection that follows regulator rules and updates your CRM
The agent calls borrowers in arrears, states the amount and due date, agrees on payment and records the promise. Every call follows regulator and consumer protection rules, and the outcome goes to your CRM.
What hurts
The arrears portfolio is large and the collections team is small. Agents only reach the hard cases. Early arrears, where people simply forgot, are not called on time.
Every call to a debtor must follow the rules. Allowed hours, contact frequency, banned wording, no disclosure to third parties. One agent mistake means a complaint and regulatory risk.
Call outcomes are logged by hand and late. Promises to pay get lost, and follow-up calls go to the wrong people. Managers cannot see which strategy works for which segment.
What we build
- Soft collection scripts for early arrears and hard collection scripts for later stages
- Regulatory rules in the agent logic: allowed hours, contact limits, banned phrases, identity checks
- Identity verification before any debt discussion, with no disclosure to third parties
- Promise to pay capture: amount, date, channel, with an automatic follow-up call
- Handover of difficult cases to a human collector with a call summary
- Outcome written to your CRM via API: status, promise, refusal, reason, recording
- Deployment on dedicated servers with our own LLM, so borrower data stays inside
- Quality review of 100% of agent calls and an audit log for regulators
What you get
- A voice agent on your telephony with queues per arrears segment
- CRM integration with documentation of fields and statuses
- A compliance rule matrix with a test for every rule
- A dashboard of calls, promises to pay and kept promises
- A call and transcript log for your compliance team
How we measure the result
- Connect rate per arrears segment
- Promises to pay and share of promises kept
- Amount repaid after agent calls
- Complaints and contact rule breaches
- Collections team workload before and after launch
Systems and stack
Industries
Case
- // BANK · VOICEIdeaBank
Voice agent for overdue debt collection
TaskReminders about overdue payments took hours of call center operators’ time.
What we didA voice agent runs soft and hard collection under National Bank of Ukraine rules. Each call result is written into the bank’s CRM.
Questions
Do you have experience in bank debt collection?
Yes. For IdeaBank in Ukraine we built a voice agent that collects overdue debt under National Bank of Ukraine rules. Call outcomes go into the bank’s CRM. We share case details in a meeting, within what the NDA allows.
How does the agent follow regulatory rules?
Rules live in code, not only in the prompt. The agent does not call outside allowed hours and does not exceed contact limits. It does not discuss the debt before verifying identity. Each rule has a test we run before every change. For markets outside Ukraine we map the rules with your compliance team.
Where are recordings and borrower data stored?
On dedicated servers for your organisation or inside your own infrastructure. Our own LLM on vLLM analyses calls, so data never reaches third-party models. We hold ISO/IEC 27001:2022, work under GDPR and sign NDA and DPA before access.
How much does it cost and what drives the price?
Projects start at $8,000. The price depends on the number of segments and scripts, the CRM integration, hosting and compliance requirements. We give a fixed estimate within 2–3 days after discovery. Telephony minutes are billed separately.
Can the agent make mistakes with a debtor?
AI sometimes makes mistakes, so the agent works within strict limits. It never makes up amounts and takes them from the CRM. Emotional or unusual calls go to a human. We check every call automatically and review deviations weekly.
How long does implementation take?
Between 6 and 10 weeks. It takes longer than a standard agent because of compliance and security reviews. We start with one early arrears segment, compare results with human collectors and then expand.
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