Collections is emerging as the next major customer experience battleground. Rising household debt, higher APRs, and increasing transitions into delinquency are driving up cost-to-collect, while customer expectations are being reshaped by always-on, AI-powered digital experiences. At the same time, regulators are intensifying scrutiny around digital outreach, AI explainability, and Regulation F compliance.
This infographic highlights why traditional collections models can no longer keep up and how AI is transforming recovery operations. From analytics-led segmentation and hyper-personalized outreach to autonomous self-service and real-time compliance monitoring, leading banks and lenders are adopting a “human + agentic AI” operating model to improve cure rates, reduce operating costs, and deliver better customer outcomes.
