Autonomous collector · Live
More capacity for your collection team.
Reach accounts your team cannot economically work today. Voice AI and digital options handle agreed collection tasks within your terms, with quality review and a clear path to your people. Your team decides the scope and retains oversight.
Hear it work.
Two demonstration conversations with our founder playing the customer. The collector uses the voice that runs on live calls.
“I hear you — that's rough, and I appreciate you being straight with me. Look, we don't need to sort this out on the call today. I've got a hardship team who can have a proper yarn with you about what's going on and work out something that actually fits. When would be a good time for them to give you a bell?”
Transcript
Agent Thanks, that's everything verified. So the arrangement on the account slipped a couple of weeks back, and there's $850 owing. Are you in a spot to sort something out today?
Customer To be honest with you, no. I actually lost my job three weeks ago, and I'm really tight on everything at the moment.
Agent I hear you — that's rough, and I appreciate you being straight with me. Look, we don't need to sort this out on the call today. I've got a hardship team who can have a proper yarn with you about what's going on and work out something that actually fits. When would be a good time for them to give you a bell?
Customer Can they maybe call me Thursday lunchtime?
Agent Thursday lunchtime works a treat. I'll get that sorted for you now. They'll give you a call then and have a real chat about what you need. All the best, and take care.
“The longest I can set a plan up for is six months, so $65 a fortnight is as low as I can go — or $50 a week if that sits better with your pay.”
Transcript
Agent Thanks, that's everything verified. So the arrangement on the account slipped a couple of weeks back, and there's $850 owing. Are you in a spot to sort something out today?
Customer Not really. My money's really tight, I don't think I can do the whole thing.
Agent That's alright, we can break it into smaller chunks. When do you usually get paid?
Customer I normally get paid every fortnight — Thursday.
Agent Right, so this Thursday coming up?
Customer It's actually next week.
Agent No worries, so a fortnight from now. How much could you put towards it this week, even if it's just something small?
Customer Yeah, it's really tight at the moment. Maybe $50?
Agent Yep, $50 this week works. So that's $50 today, then $100 a fortnight starting next Thursday. That'll clear it in about four months — sound fair?
Customer That's too much. Can we do smaller amounts?
Agent The longest I can set a plan up for is six months, so $65 a fortnight is as low as I can go — or $50 a week if that sits better with your pay.
Customer Let's go with $65 then.
Agent Good one. So that's $50 today, then $65 a fortnight starting next Thursday, all done in six months. I'll text you a secure payment link for the $50, and the full schedule will come through in writing. All sorted — take care.
Agree the work, not just the account list.
An account can involve digital contact, a conversation and follow-up. Choose which tasks are suitable for automation and which stay with your people. Customers do not need to have a complex problem to ask for a person.
Extend coverage across your allocation
Start with accounts your team cannot economically reach. Agree the tasks suitable for automation, then configure contact rules, consent requirements and stop requests for that allocation.
Offer digital resolution or a conversation
SMS and email offer a way to settle without a call. When an eligible voice conversation takes place, the collector verifies identity before discussing the account and offers payment options within your terms.
Resolve or bring in a person
Send a secure payment link or record an arrangement within approved terms. A request for a person, hardship, a dispute or a complaint takes the conversation to the agreed handoff process, with a callback if no one is available.
Return the outcome for the next decision
The agreed integration returns contact attempts, customer responses, arrangements and available payment status to your system. Your team uses that record to decide what happens next, including when to wait or stop.
One call, end to end.
The order of a collections call is regulated, and it is different in every market. This is the Australian sequence the collector runs, with identity gated in code before the account is discussed at all.
- 01Dialwithin permitted contact hours
- 02Opening noticesrecording notice and AI disclosure
- 03Verify identityname, date of birth, addressgate
Nothing about the account — not the balance, not the reason for the call — passes this point.
- 04Disclose purposewho we are, and why
- 05Negotiatean arrangement inside your terms
- 06Resolvesecure payment link sent, or arrangement set
- 07Write backnote filed to your system of record
Hardship, vulnerability, a dispute, a complaint or a request for a person stops the routine path. Transfer with context, or schedule a callback if no one is available.
Autonomy within agreed limits.
Calls begin under supervision. Any expansion follows review of the agreed controls and outcomes, with oversight and handoff arrangements retained as scope grows.
- 1Identity before account details
Verification is enforced by code, not prompt. No account detail until it clears.
- 2A clear path to a specialist
Customers can ask for a person at any point. The collector is also designed to recognise hardship, vulnerability, disputes, complaints and legal mentions, then follow your agreed stop and handoff process.
- 3100% of AI calls QA'd
Against your scorecard, the same standard your human calls are held to, with evidence attached to every score.
- 4You hold the controls
Watch any call live. Pause the agent any time. Reports show exceptions and failed controls first.
- 5Calibrated to your operation
Your reviewers' feedback tunes the agent to your voice, rules and playbook.
Collector “What could you manage today, even if it’s something small?”
Customer “Maybe fifty?”
Negotiate — an arrangement inside your terms
Live accounts. Supervised rollout.
OpenDebt’s autonomous collector is live in an Australian agency pilot. Its calls are reviewed using the quality framework that also supports human collection teams.
regulated production calls processed through Quality Assurance
of AI calls reviewed against the customer scorecard
autonomous agency pilot under supervision
The QA call volume is not a measure of autonomous recovery. Autonomous scope starts narrow and expands only when the outcome and control evidence support it.
Working alongside your team
Human-led collection continues alongside automation.
Your collectors can handle routine conversations as well as specialist work. Agent Assist supports them with live guidance and notes, while QA gives reviewers evidence across captured human and AI calls. We agree the capabilities and connections for your deployment rather than requiring every product at once.
Questions
What customers can expect.
Do customers have to speak to AI?
No. SMS and email provide self-service options, including secure payment links, so customers can settle without taking a call. The available channels and contact rules are agreed for each deployment.
Will customers know it is AI?
Yes. The collector identifies itself as AI at the start of the call. The Australian call sequence also includes a recording notice before identity verification and any discussion of the account.
Can a customer ask for a person?
Yes, at any point. The collector transfers the conversation with the details already captured. If no one is available, a callback is scheduled through the agreed handoff process.
What happens with hardship, disputes or complaints?
The routine collection path stops and the case is routed to your designated team with context. OpenDebt records what the customer reports; your specialists handle the assessment or resolution under your policies.
Who decides whether a debt exists and how much is owed?
Your organisation retains that authority. OpenDebt works with the account data and payment terms you approve. It does not determine whether a debt exists or how much is owed; questions about the balance follow your dispute process.
Define success together. Align fees to the outcome.
OpenDebt and the partner define the successful outcome for the selected segment before work begins. Commercial terms are tied to that outcome. We review conversation quality and handoffs alongside collection results, not just the number of calls made.