Collections agent assist software that changes the script as the borrower speaks
The one call the rules allow this week, handled right first time.
See one case, screen by screen ↓Software that listens to a live collections call and guides the collector in real time: what is owed on this call, what the borrower just said, what to say next and which plans fit. Collections Agent Assist also changes the script on the spot when a hardship, dispute, attorney or bankruptcy is mentioned, and writes the wrap-up for the collector to save.
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A late borrower may pick up once a week, and the rules do not allow many more tries: seven calls in seven days per debt under the bank’s policy, a seven-day wait after a conversation, two calls in seven days in Massachusetts. When the borrower finally answers, the collector has seconds to find why the account is late, what was promised before and which disclosures are owed in this state — across the account system, the notes, the dialer and a script binder.
Then the borrower says something that changes the law of the call. A job loss means the payment-in-full ask has to go. A bankruptcy means no payment request at all, from that sentence on. Miss it and a rare conversation turns into a complaint — and the bank learns of the filing from the court’s notice about ten days later, after it has called again. Quality teams listen to a small sample of calls, so the missed disclosure is found weeks later, if ever.
Estimated, for a borrower who mentions the filing on a call. By hand the bank waits for the court’s notice; with the solution, collection stops on the call and the bankruptcy team confirms within one business day.
Six agents listen to the live call and change the script as the borrower speaks; the collector speaks and decides.
Tuesday 13 October, 14:31 in Sacramento. Marcus Bell’s dialer connects to Gloria J. Ramsey — Visa Signature ···4471, 64 days past due. Here is the call, screen by screen, in the working solution.
Marcus works card and personal-loan collections across several states. Every account on his list is checked for call limits, local time and what must not be said before it reaches the dialer: 7 of 11 are callable now. Darnell Okoye in Massachusetts is at 2 of 2 calls; Mei-Lin Harper has an open dispute; Patrice Lindgren is represented by an attorney. Each is blocked, with the reason.
“Accounts with an open dispute, an attorney or a bankruptcy are never sent to the dialer.”
Above the transcript, three lines: why it is late ($418.00 past due of $6,842.17; paid every month for 7 years, stopped after $150 on 28 Jul), what was promised before ($250 for 18 Sep — not kept) and what is owed on this call. Gloria confirms her date of birth and ZIP, and the margin prompt turns amber: say it now.
“Owed on every call in California, within 30 seconds of confirming identity. Add the recording notice.”
Marcus gives the disclosure and the recording notice at 00:19, 5 seconds after the prompt, and both turn green. At 00:41 Gloria says she lost her job at the distribution center in August. The script switches to Hardship: “Ask for the $418 today” and “Ask for a promise date” are struck out, and asking about income comes first.
“Hardship heard: job loss in August. Script changed to Hardship. Payment today and promise date removed; ask about income first.”
Unemployment about $1,900 a month, rent $1,150, other essentials $585: $165 a month of room. Three plans are computed. The 60-month workout at 0 % APR, $114.04 a month, fits and is within Marcus’s authority; the 12-month hardship plan is over her room by $405.18; a settlement is above his authority.
A red prompt appears in the margin and the script goes to Bankruptcy stop. The workout offer is struck out with every other payment request, the plans are withdrawn, and the right rail asks for the case number, court, chapter, filing date and attorney. Say next: “Thank you for telling me. I won’t ask you for any payment.”
“Stop collection — confirm case number. Automatic stay: no payment request, no plan, no promise.”
Gloria gives case 26-24117, Sacramento, and her attorney, Owen Castellanos. The case matches the court record: Chapter 7, filed 6 Oct 2026, Bankruptcy Court, Eastern District of California. The account goes on collection hold, all 3 numbers come out of the dialer and the 60-day letter of 15 Oct is cancelled.
“Case matched in the court record. Chapter 7 · filed 6 Oct 2026.”
Marcus tells Gloria the bank will stop collection calls and letters and the bankruptcy team will write to her attorney. The call ends at 1:52. A referral is drafted for Ellen Park on the bankruptcy team, to confirm by Wed 14 Oct.
The summary, the result code (BK — bankruptcy reported), the hardship reason and the referral are written in the bank’s note style. A check of the call lists each item with its time: right party before the debt was mentioned, disclosure at 00:19, no payment request from 01:08 to the end. QA score 100. Nothing reaches the account until Marcus presses save.
“Ten days earlier than the court notice.”
Gloria’s account now reads Hold · bankruptcy, the next letter Cancelled (L-60), and every number on file Removed from the dialer. The timeline runs from the account opening in March 2019 to today’s call: payments, missed payments, promises, contacts and letters. No further collection calls while the stay is in effect.
Across Team 4 and Team 6, 3,912 conversations from Wed 7 to Tue 13 Oct: the disclosure on time in 99.6 % (3 missed, 12 late), 24 of 24 stops handled on the call, plans that fit in 167 of 177 hardships. Three calls today need coaching, each with the reason.
The same call, seen by the five people who carry it — what their week looked like, and what it looks like now.
Six agents listen to the live call and change the script as the borrower speaks; the collector speaks and decides.
Before the call connects, writes the account in three lines: why it is late, what was promised before and whether it was kept, and what must be said on this call in this state.
Transcribes the live call and listens for the moments that change the script: hardship, bankruptcy, attorney, dispute, servicemember, a request to stop calling, a death, someone else answering.
Knows which statements are owed by state and stage, raises the prompt once the right party is confirmed, starts the 30-second clock and confirms when each is said.
Computes every plan in the hardship and settlement policy against the income and costs the borrower states, recommends the shortest plan that fits and marks who may approve each one.
Matches the case number to the court record, places the collection hold, removes every number from the dialer, cancels scheduled letters and refers the account to the bankruptcy team.
Writes the call summary, result code, hardship reason and next action in the bank’s note style, and drafts the referrals.
Speaks and decides; team lead approves plans beyond authority. The agents propose; a named person decides.
Collectors, team leads and quality analysts ask in plain words. Every answer cites the call, the account or the policy it rests on.
Why did the script stop asking Gloria for payment?
At 01:08 Gloria said she filed for bankruptcy last week. A filing puts an automatic stay on any act to collect a debt from before the case, so policy CP-7.1 removes every payment request and plan and asks for the case details instead. Case 26-24117 matched the court record at 01:24: Chapter 7, filed 6 Oct.
Can I call Darnell Okoye again this week?
Not before Fri 16 Oct. Darnell lives in Massachusetts, where a creditor may start only 2 calls in 7 days; calls went out on Fri 9 and Mon 12 Oct, so the next is allowed once 9 Oct drops out of the window. The dialer has him blocked. A letter or an email is still allowed today.
Which calls today need coaching?
Three. Trevor Banks — Jonah Pierce never said the disclosure; Cecilia Moreno — Jonah said it at 00:44, 14 seconds late; Rosa Delgado — Devon Hart asked for $600 before asking about income.
What plan fits Luis Ferrante?
Luis has $290.00 a month of room after rent and essentials. The shortest plan that fits is the 12-month hardship plan at 0% APR: $267.95 a month, which you may approve yourself. A re-age after three payments of $96 is also allowed — his account has never been re-aged.
13 screens from the working solution, on its sample data. Pick one to see it large.
Calling hours, call limits, disclosures and plan authority are settings. Changes are versioned and need a second person from compliance.
| Setting | Default | Choose from |
|---|---|---|
| Calling hours | 08:00 – 21:00 | Borrower’s local time, every day |
| Calls per account in 7 days | 7 | Bank policy CP-3.1 · Regulation F §1006.14 |
| Wait after a conversation | 7 days | Days before the next call |
| Massachusetts | 2 calls in 7 days | 940 CMR 7.04(1)(f) |
| Disclosure deadline | 30 seconds | After identity is confirmed |
| Identity check | 2 identifiers | Before the debt is mentioned |
| Plans a collector may approve | HP-3 | Hardship plan up to 12 months at 0 % · 60-month workout · re-age |
| Plans that need approval | Team lead or manager | 24-month plans and settlements at 50 % or more: Renata Solis · settlements below 50 %: Grant Oduya |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample call data · “target” = the design goal, measured in the live solution · “estimated” = our estimate, from the court notice cycle · “typical” = published figures (CFPB FDCPA Annual Report 2025 — 207,800 debt collection complaints in 2024; Balto — manual QA samples 1–3 % of calls). Rules named on this page (12 CFR 1006.14(b), 940 CMR 7.04(1)(f), 11 U.S.C. §362(a)(6), Cal. Civ. Code §1788.17) are context, as cited in the working solution. People, the bank, borrowers and the law firm named on this page are fictional — characters and sample data in the working solution.
Software that listens to a live collections call and guides the collector in real time: what is owed on this call, what the borrower just said, what to say next and which plans fit. Collections Agent Assist also changes the script on the spot when a hardship, dispute, attorney or bankruptcy is mentioned, and writes the wrap-up for the collector to save.
The call listener hears phrases such as “filed for bankruptcy” or “chapter 7”, raises a red prompt and switches the script to Bankruptcy stop: no payment request, no plan, no promise. The bankruptcy checker matches the case number to the court record, places the collection hold, removes the numbers from the dialer, cancels scheduled letters and drafts a referral. The bankruptcy team confirms the stay.
No. The assistant never speaks to the borrower and never ends a call. It shows prompts and the next sentence to the collector, who decides what is said and offered.
Every account is checked before it reaches the dialer: calls in the last 7 days (7 under bank policy, 2 in Massachusetts), the 7-day wait after a conversation, the borrower’s local calling hours, and flags such as an open dispute or an attorney. Blocked accounts show the reason and the next allowed call.
The plan finder takes the income and essential costs the borrower states, works out the room in the budget, computes every plan in the hardship and settlement policy and recommends the shortest one that fits. Plans beyond the collector’s authority go to the team lead or a manager with the borrower’s own words attached.
Yes. Call review scores every conversation, not a sample — disclosure timing, script changes and outcome — and shows the moments heard across the week. Compliance owns the listening rules, which are versioned and tested on labelled calls before release.
Yes. The collector speaks, decides what to offer and saves the wrap-up; nothing is written to the account until they do. The team lead or a manager approves plans beyond the collector’s authority, and the bankruptcy team confirms every stay.
The Agentic Solution Engine builds and deploys it from your requirements — your collections and hardship policies, scripts, state rules and a sample of recorded calls — and it goes live once every quality gate has passed. We will walk you through it on your own calls first.
Every contact inside the 7-in-7 rule, spent where it pays.
1-min demoBorrower Hardship ManagementSame request, same decision, every time, with the reason written down.
1-min demoCollections Compliance MonitoringEvery conversation checked, not a small sample, each finding tied to its second.
1-min demoWe’ll run Collections Agent Assist on a sample of your own recorded calls and policies.