Collections is Evolving
Delinquencies are surging, regulations are tightening, and borrowers expect empathy. US household debt surpassed $18.4 trillion in 2025, with serious delinquencies rising to 6.8% while cost-to-collect has jumped by 20%. Yet only 35% of lenders have digital-first collections in place (HFS, 2025).
Collections leaders now face a dual challenge — mitigating losses and improving collection rates while maintaining compliance and borrower experience. They are also under tremendous pressure to leverage AI and latest technologies to level up collections maturity across their organisation.
The next generation of collections must be AI-enabled, data-driven, personalized and human at heart.
Key Challenges Addressed
High Cost-to-Collect
Poor Delinquency Prevention
Manual & Fragmented Workflows
Limited Personalization & Poor Customer Experience
Lack of Data-driven Insights
Disparate Technology & Service Providers’ Ecosystem
Sutherland AI-powered Digital Collections
Sutherland Digital Collections is an end-to-end, AI-powered and omnichannel suite that covers the full collections lifecycle — from pre-delinquency prevention, early stage and late stage collections to recoveries — across all lines of business including consumer loans, credit cards, auto loans, BNPL, mortgage, and tax dues.
Built using Sutherland’s proprietary digital platforms (like Collect.AI, Sutherland Connect and Sutherland FinTelligent), we combine advanced analytics, AI agents, and workflow automation along with trained collectors and compliance expertise to help you drive better collections performance while delivering seamless customer experience.
Digital Outcomes Delivered
Reduction in cost-to-collect through process
optimization & digitization
Increase in dollars collected via segmentation and hyper-personalization
Higher contact rates using branded caller display and precision dialing
NPS uplift through empathetic, compliant borrower engagement
Core Capabilities
Predictive Analytics
Behavioral modeling and segmentation of customers by account type, risk, and repayment history. (Powered by Sutherland Collect.AI)
Omni-Channel + Self-Serve Engagement
Voice, digital messaging, chat, and self-service repayment channels. (Powered by Sutherland Connect)
Agentic AI with Human Synergy
AI agents assist in prioritization, segmentation, and real-time decision-making to reduce human effort and error. Our agents are trained to combine emotional intelligence with AI insights (Powered by Sutherland FinTelligent)
Personalized Communication
100% customized interactions mapped to preferred language, channel, context, situation and payment behavior.
Operational Analytics
Real-time dashboards with insights offering transparency into collections performance, compliance and customer sentiment
Regulatory Compliance
Built-in controls ensure compliant, ethical collections grounded in empathy and fairness.
Our Collections Credentials
Collection professionals across a multi-geo delivery network
Active debt inventory managed monthly
Collected annually
Years of first-party collections experience
Delivery locations including the US, Jamaica, Philippines, India, and Colombia
Deep Domain Capabilities Across the Collections Value Chain
Sutherland Digital Collections is built on Sutherland’s proprietary IP — Collect.AI, Sutherland Connect, and Sutherland FinTelligent. Our solution enables omnichannel engagement (Voice, Digital Messaging, Self Serve), real-time reporting, and coverage across all collection stages and financial products. Coupled with our flexible delivery model, our solution helps you ramp up quickly without any scale or tech related disruptions.
| AI-Led Digital Collections | Collections Analytics | Managed Services | Collections Compliance | Ethical & Sustainable Collections |
|---|---|---|---|---|
| ⦁ Agentic AI across the spectrum ⦁ Workflow & Campaign Management ⦁ Integrated Dialer & IVR ⦁ Omni-Channel Outreach ⦁ Branded Caller Display ⦁ Caller Name Optimization ⦁ Digital Accelerators | ⦁ Predictive Analytics ⦁ Customer Segmentation ⦁ Hyper-Personalization ⦁ Operational Analytics ⦁ Skip & Phone Behavior Intelligence | ⦁ Global Delivery Model ⦁ Domain Experts on Demand ⦁ Process Design & Standardization ⦁ CoE-Driven Support ⦁ Enablement Tech (AI/ML/Bots) | ⦁ FDCPA, TCPA compliance ⦁ Call & Screen Recording ⦁ Internal Audits ⦁ Risk Analysis ⦁ Preventive & Detective Controls | ⦁ Empathetic Communication ⦁ Empowered Agents ⦁ Financial Education ⦁ Fair & Transparent Practices ⦁ Ethical, Customer-Centric Collections |
How Agentic AI Is Transforming Collections
AI agents forecast delinquency and “propensity to pay” using behavioral, transactional, and demographic data.
Sutherland AI Agents
Delinquency Predictor Agent
Risk Scoring Agent
Dynamic segmentation identifies risk categories and tailors outreach strategies.
Sutherland AI Agents
Segmentation Orchestrator Agent
Treatment Strategy Agent
Omni-channel engagement — SMS, WhatsApp, chatbots, email, voice — meets customers where they are.
Sutherland AI Agents
Conversation AI Agent
Empathy Coach Agent
Branded Caller Display and agent-assist tools boost right-party contact rates and promise-to-pay conversions.
Sutherland AI Agents
Negotiation Intelligence Agent
Agent-Assist Copilot
CX360 analytics track tone, empathy, and compliance to refine treatment strategies continuously.
Sutherland AI Agents
CX360 Analytics Agent
Compliance Guardian Agent
We Cover the Entire Collections Lifecycle
Who We Serve
Retail Banks
Smarter, compliant collections that reduce delinquency and cost.
- Predictive segmentation and analytics-driven prioritization
- Personalized, compliant outreach improving connect rates by 25%
- End-to-end visibility across delinquency stages through unified dashboards
- Proven reduction in operational cost and time-to-cure
Fintechs & BNPL
Credit Unions
Auto Finance & Specialty Lenders
Card Issuers
Customer Speak
What Makes Sutherland Digital Collections Different?
Operational Scale & Experience
6,000+ collectors, 20+ years of domain experience, $6B+ annual collections. Our dedicated Collections Operations CoE ensures proven playbooks, rigorous training, and best-in-class operational discipline built over decades.
Compliance by Design
Built-in FDCPA, TCPA, CFPB, and GDPR guardrails. 100% regulatory adherence with preventive & detective controls ensuring ethical collections.
Skin in the Game!
Whether lenders need a single capability, a digital uplift, or a full end-to-end transformation, Sutherland provides modular solutions built around outcomes — not effort. Flexible commercial constructs allow organizations to scale up or down without risk of vendor lock-in.
Integrated Digital Suite with Agentic AI
A single ecosystem that unites analytics, automation, and AI agents for faster resolution and lower cost. From analytics to dialers & branded caller displays and more- all powered through a combination of Sutherland IP & partnerships.
Meet Our Experts
