Voice AI Debt Collection System

A financial services company faced significant operational challenges in their debt collection operations. Manual outbound calling was labor-intensive, inconsistent, and costly. Call center agents spent hours on routine follow-ups, leaving little time for complex cases requiring human judgment. The company needed an automated solution that could handle high-volume outbound calls while maintaining compliance with debt collection regulations and providing a respectful customer experience.

Designed and implemented an intelligent voice AI system for automated debt resolution:

Architecture Components:

• Voice Infrastructure: SIP/WebRTC integration for outbound calling
• Conversational AI: Natural language understanding for debtor interactions
• Reasoning Layer: LLM-powered decision engine for negotiation strategies
• Event-Driven State Management: Real-time call state tracking and workflow orchestration
• Compliance Engine: Automated regulatory compliance checks (FDCPA, TCPA)
• CRM Integration: Seamless connection to existing debt management systems

Key Features:

• Multi-turn conversations with context retention across calls
• Payment plan negotiation with approval workflows
• Sentiment analysis for escalation to human agents
• Automated call scheduling and retry logic
• Real-time transcription and compliance monitoring
• Multi-language support (English, Spanish)

• 60% reduction in manual calling workload
• 45% increase in contact rate (successful connections)
• 35% improvement in payment collection rates
• $2M+ annual savings in operational costs
• 100% compliance with debt collection regulations
• Scaled to handle 50,000+ outbound calls per month
• 92% customer satisfaction for automated interactions
• Average call duration reduced from 8 minutes to 4 minutes