An updated summary of the use of Voice AI Agents within the arrears management and collections process. Currently a hot topic, the briefing covers some of the major considerations when looking at this sector.
Executive Summary
Artificial‑intelligence (AI) voice agents are reshaping UK debt‑collection operations. Early adopters report operating‑cost reductions of up to 40 percent and recovery uplifts of 10–80 percent, while maintaining or improving customer satisfaction. Voice‑driven automation now covers high‑volume, low‑complexity interactions—reminders, identification, payment capture—freeing human agents for complex negotiations and vulnerable‑customer care.
The UK market is served by specialist domestic vendors such as Tovie AI, UK‑based integrators like MEGA AI, and international providers including Skit.ai, Vodex, and PolyAI. Pricing models vary—from £0.05–£0.25 per minute usage fees to hybrid subscription tiers—yet typically come in at r...
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