How AI helps improve collections productivity

This top 20 US bank grew its customer base by 80% since 2015, and its call center's internal policies and procedures hadn't kept pace. Documentation was scattered across multiple locations and spreadsheets, so collectors lost valuable time searching for answers mid-call, and inconsistent guidance raised the risk of non-compliant communications.

The bank needed a way to give collectors fast, accurate answers without disrupting a Debt Manager environment they'd relied on for over 20 years, or losing the human judgment at the center of every customer interaction.

What you'll learn

• How the bank used C&R's Agentic Framework to build a real time chat assistant inside the Debt Manager interface collectors already use
• Why the bank chose a human in the loop model over full autonomy, and how this decision shaped the solution's architecture
• How built-in audit trails and restricted data access kept the assistant scoped to approved policy content only, with no access to PII
• The measurable gains in call handling time, consistency, and compliance risk reduction
• Where the bank plans to expand the capability next, including account summaries and automated call scripts