Collections is the work Bill Gosling was built on, and it is the hardest test for conversational AI: strict rules on what can be said, to whom and when, with real money on every call. Our voice agents run the right-party contact, the promise to pay and the payment plan. Our specialists own hardship, disputes and every arrangement the policy does not clear on its own.
Thank you for confirming your date of birth. This is an attempt to collect a debt, and any information obtained will be used for that purpose.
I know I missed the car payment. My hours got cut. Can I pay half now and half on the 15th?
Our collections flows are live as a production-grade demo today: promise to pay, payment plans and hardship. Each one adapts to your placement types, your settlement authority and your tone of voice in Agent Studio.
The agent confirms who it is speaking to before it says anything about the account, and ends politely with a third party. Why it matters: the single biggest source of disclosure risk is removed from every call.
A friendly call in the first days past due, with a payment link at the end. Why it matters: many early balances cure with one easy conversation, so your people can work the harder ones.
A date and an amount agreed on the call, confirmed back and written to your system of record. Why it matters: promises are captured the same way every time, and broken ones trigger follow-up automatically.
Installments proposed inside your policy limits, with anything outside them held for a specialist. Why it matters: more balances move to a plan without anyone exceeding their authority.
Job loss, illness or a bereavement is recognized in the conversation and routed to a trained person with the details already captured. Why it matters: fair treatment of vulnerable customers is a regulatory expectation and a reputational one.
A dispute is logged, collection activity pauses on that account and the validation workflow starts. Why it matters: the rule is followed on the call where it is raised, not days later.
Customers call back at any hour to pay, check a balance or move a date. Why it matters: 24/7 coverage without night shifts, and card numbers never reach a human ear or a transcript.
The agent gathers the facts and the customer’s proposal. A specialist with settlement authority makes the offer. Why it matters: the decision that costs money always sits with a named person.
Confirmation by SMS or email, the disposition and CRM notes written for the collector to review. Why it matters: less wrap time and a clean record for every account.
Spine is designed to support the US debt collection rules (FDCPA and Regulation F), TCPA dialing rules, PCI DSS for card payments and UK expectations on treating customers in financial difficulty fairly. Controls run before the dial, during the call and on the record afterwards.
I don’t think I owe this. I closed that card years ago.
Thanks for telling me. I’ll note that you dispute the balance and we’ll send you the details in writing.
Confirm the mailing address for the validation information. Do not ask for payment on this call.
Seven decades on the collections floor taught us where a conversation needs a person. We built the handover around those moments.
Reminders, right-party checks, promises to pay, in-policy plans and inbound payments, in English and Indian languages, day and night.
Hardship, disputes, settlements and anything outside policy move to a person in LiveAssist with the transcript, the verified identity and the reason already on screen.
Auto QA scores 100% of calls, AI and human, against your collections scorecard. NEQQO shows why promises break and which teams need coaching.
Want the people as well as the software? Bill Gosling can run the collections floor for you, with supervisors, QA leads and specialists who own the outcome.
Inbound and outbound collections calls with barge-in, natural voices and warm handover.
Drivers of broken promises, sentiment and compliance risk across the whole portfolio.
The write gate, the audit chain and a compliance center covering 15 frameworks.
Bring a placement type and your payment plan policy. We will run the call live, hand a hardship case to a person and show you the audit record it leaves.