Runs on approved procedures
Each agent follows an Agentic Orchestration Profile (AOP): a versioned file your team approves that lists what the agent may do and which checks it must pass.
AOP libraryProduct
Collections
Collections agents that verify, explain and negotiate on your approved procedures. Every contact rule is checked first and every payment plan is approved before it lands.
What it does
Recover more without breaking a single contact rule.
Collections agents work each account the way your policy says, on chat and voice, and bring a person in whenever the account needs one.
Verify, explain, negotiate
Agents confirm identity, explain the balance and propose payment plans, settlements or promises to pay inside the limits you set.
Disputes and hardship
A dispute is recorded and every later contact check sees it. A hardship signal routes the account to a person who can help.
How Spine governs it
Every contact rule checked before every contact.
Before an agent reaches out, Spine checks contact windows, do-not-call, consent, disputes and jurisdiction rules. If any check fails, there is no contact.
US collections guardrails
Guardrails in the style of FDCPA, Reg F and TCPA rules check call frequency, time of day, required disclosures and what may be said. A reply that breaks a rule is blocked.
Canada and India rules
Jurisdiction rules follow the customer. For India that includes digital lending and fair practice rules on how and when borrowers may be contacted.
Framework explorerNo approval, no plan
Payment plans, settlements, disputes and escalations wait for a named person to approve, modify, take over or reject them.
Approval gates
What lands on the ledger
Each of these is appended to the hash-chained audit ledger for your tenant, so you can show what happened and prove nobody changed it afterwards.
- Contact checks and results
- Procedure version used
- Each model turn
- Guardrail blocks
- Proposed plans
- Approval decisions and reasons
- Dispute and hardship flags
A day in the life
From arrears list to approved plans.
Accounts screened
Every account on today’s list is checked for contact window, do-not-call, consent, disputes and jurisdiction.
Agents reach out
Clear accounts are contacted by chat or by Voice AI, following the approved procedure for their stage.
Plans proposed
A customer agrees a plan. The agent proposes it and it waits in the approval queue.
Plans approved
A supervisor approves, modifies or rejects each plan with a reason. Only then does it land in your system.
One floor, one ledger
Collections runs across the whole floor.
The collections procedure drives Voice AI on the call. A person coached by LiveAssist takes the hard conversations, NEQQO scores them against collections rules and it all sits on one ledger.
Procedure set
Collections supplies the approved procedure and the contact checks for the account.
Voice AI calls
The call runs on that procedure with guardrails on every turn.
LiveAssist coaches
Disputes and hardship go to a person who gets live prompts and Reg F guidance.
NEQQO scores
The whole conversation is scored for quality and collections compliance.
Voice AI
The voice channel for collections calls.
Learn moreLiveAssist
Coaches the person who takes a dispute or hardship call.
Learn moreNEQQO
Checks every collections conversation after it ends.
Learn more
Questions
Collections questions, answered.
Contact windows, do-not-call, consent, open disputes and the rules for the customer’s jurisdiction. A failed check stops the contact and the reason is recorded.
Collections guardrails cover FDCPA, Reg F and TCPA style rules in the US, with jurisdiction rules for Canada and digital lending and fair practice rules in India. Controls are mapped in the Compliance Center.
No. It can propose one inside your limits. A named person approves, modifies, takes over or rejects it. No write runs without an approval decision.
The agent records the dispute for a person to confirm and the account goes to your team. Every later contact check sees the open dispute.
Watch a collections account worked end to end.
We will screen an account, run the call, propose a plan and approve it, with every step on the ledger.