for collections leaders
Are your systems ready to integrate with AI safely and effectively?
Our collections technology can integrate easily with APIs and external data sources.
We have digital-first engagement channels (email, SMS, chat, portal).
Our infrastructure meets global security and compliance standards (ISO, SOC II, PCI).
We can access near real-time collections performance data.
Is your data clean, accessible and useful for AI models?
We collect consistent data across channels (voice, email, SMS, portal).
Our data is centralised in one platform or data lake.
We have defined data governance policies (accuracy, anonymisation, retention).
We track customer engagement metrics (open rates, payment conversions, self-serve rates).
Are you equipped to use AI responsibly?
Compliance rules are embedded into our systems ('built-in by code').
We have risk and compliance oversight for any new technology adoption.
Our team understands data privacy requirements across our markets.
We can audit and explain how decisions are made (AI transparency).
Will AI enhance — not replace — your customer interactions?
We prioritise customer experience and positive outcomes in collections.
Our digital channels offer self-serve options.
We provide easy ways for customers to reach a real human.
We monitor satisfaction (e.g. NPS, complaints, review scores).
Are your teams ready to work with AI as a co-pilot?
Leaders understand AI's potential in collections.
Teams receive training on using digital or AI tools.
We encourage experimentation and continuous improvement.
We have champions or advocates for innovation.
In the meantime, please take 30 seconds to fill out this survey.Your answers will help build an anonymised view of where AI adoption in collections stands today.
Which best describes your role?
What's your operating model for collections?
Roughly how many delinquent accounts do you manage per month?
points
You have strong foundations in place and are ready to scale AI adoption across your collections operations.
You're technically ready to test AI tools within controlled workflows.
You have a strong data foundation for AI insights.
You can safely test AI while maintaining compliance confidence.
You're ready for human-centred AI that enhances support.
You have the culture to make AI stick.
Download the AI Readiness Guide for practical next steps.
