Handle inbound collections queries

Take every inbound collections call. Authenticate, explain the balance, capture promises to pay, and negotiate plans within your rules.

What it does

Outbound collections creates inbound. Borrowers see a missed call, a text, or a voicemail and call back, and the queue your team set out to clear comes back to them on the inbound line. Most call centres are not staffed for the spike, and the calls that need the most patience get the least.

The Gradient Labs AI agent picks up every inbound collections call, sees the borrower's full history, and works through the options inside your workout rules. It explains the balance, captures a promise to pay, sets up a plan, or routes a hardship discussion to the right place. No hold music, no transfers.

How it works

The agent answers the inbound call and runs the IDV your inbound policy requires (stricter than outbound, since the borrower has the incentive to verify). It pulls the live balance, payment history, any prior promises to pay, and the workout options the account is eligible for. The conversation runs in plain language: what is owed, what is possible, what happens next.

If the borrower can pay, the agent takes the payment or sets up a payment plan within your approved rules. If they cannot, it captures the reason, screens for hardship and vulnerability, and routes to the right team or starts a hardship procedure. Every call carries the regulatory disclosures your jurisdiction requires (Mini-Miranda and FDCPA in the US, FCA Consumer Duty and CONC in the UK), and is logged with full transcript and decision rationale for compliance review.