The challenge
The bank’s early-stage collections team could only reach a fraction of customers in arrears each day. Outreach was inconsistent, and every script change needed compliance review. Leadership wanted to scale contact without compromising customer treatment or regulatory standards.
What we did
- A two-week strategy sprint with risk, compliance and operations defined the policy boundaries the agent had to respect.
- We built a multilingual agent that verifies identity, explains balances, and offers payment plans within approved limits.
- Hardship signals trigger immediate hand-off to specialist staff with full context.
- Compliance reviewed agent behaviour against a library of test conversations before launch — and receives weekly evaluation reports since.
The outcome
The agent went live in 21 days and now handles early-stage outreach at full scale. Promise-to-pay rates rose, customers in difficulty reach a human faster, and every conversation is recorded with the reasoning behind each offer.
