C&R Software introduces Zelas - AI-powered agent assist for smarter, more human collections​

FOR IMMEDIATE RELEASE:

FAIRFAX, January 2, 2026 — C&R Software today announced the launch of Zelas, its next-generation AI assistant for collections and recovery teams. Previously known as Zel AI, the new name reflects a strategic change, showcasing the tool's advanced agentic support capabilities.

Zelas uses Agentic AI to support every collections conversation in real time. By combining large language models, contextual knowledge bases, and a network of specialized AI agents, Zelas turns complex account and policy information into clear, actionable guidance for collection teams on the front line.​

“Collections teams don’t have time to dig through screens and documents while a customer waits on the line,” said a VP of Strategy, Analytics and Data Governance at a top 10 UK bank. “Zelas instantly finds the information the team needs, resolving cases in minutes, not hours.”​

What Zelas does

Zelas acts as an assistant within existing collections workflows, augmenting human collectors rather than replacing them. It can:​

• Summarize customer accounts in seconds, including balances, arrears, last contact, risk classification, active insurance, and overall status.
• Generate tailored call scripts and next-best-action prompts that reflect internal policies, regulations, and customer context.
• Answer collector questions in natural language, referencing approved documentation and up-to-date policy rules.
• Surface relevant procedures and compliance checks at the exact moment they’re needed during a call.

Because Zelas sits on top of C&R Software’s AI-native Debt Manager solution, it works with live operational data rather than static snapshots. This means collectors always see the most current, complete view of an account.​

Agentic AI made practical

Under the hood, Zelas is powered by C&R Software’s Agentic AI framework. Instead of one monolithic AI, Zelas coordinates a set of specialized agents. For example:​

• One agent retrieves a complete payment and contact history.
• Another checks policies, regulations, and risk rules using FitLogic.
• A third drafts a compliant, empathetic explanation or payment option for the customer.

This Agent AI approach makes automation safer and easier to govern. Every suggested action passes through decision logic and business rules, so collectors can trust that recommendations are consistent, compliant, and fully auditable.​

Measurable impact for collections

Early adopters of Zelas have reported:​

• Faster case resolution, with collectors resolving issues in minutes instead of hours.
• Reduced training time, as new hires ramp quickly with AI-powered guidance.
• Higher productivity, with more cases handled per day and more effective calls.
• Better customer experiences, with clearer explanations and more consistent treatment.

“Zelas is like having a superpower: quick, reliable, and always on point,” said a Fraud, Strategy and Prevention Director at a major northeastern US bank. “Our collectors are more confident, and our customers feel that in every interaction.”​

Secure by design

Zelas is designed for highly regulated environments. Data and processing stay within the customer’s secure infrastructure, and all AI behavior is governed by C&R Software’s FitLogic decisioning tool to ensure adherence to policies, regulations, and risk thresholds. Organizations can adjust the level of automation, from advisory-only to semi-automated or fully automated workflows, while maintaining complete control.​

Part of a broader AI-native journey

Zelas is part of C&R Software’s expanding suite of AI-native capabilities, which also includes Cara AI for 24/7 self-service and FitLogic for advanced decision management. Together, these solutions give organizations a practical path to modernizing collections with AI, always maintaining a human, empathetic customer experience.​

For more information about Zelas and C&R Software’s AI-native solutions, email inquiries@crsoftware.com.