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Agent Assist gives collectors the conversation context and next-best actions they need during complex cases, while Conversation Intelligence evaluates interactions for compliance, negotiation quality, and outcomes. Teams can support difficult cases without losing the full picture.
Every collection conversation can be handled, supported, and evaluated within one connected Agentic CX workflow. AI Agents manage routine outreach and negotiation, Agent Assist supports complex cases, and Conversation Intelligence turns every interaction into insight for continuous improvement.
ING was the first bank in Türkiye to bring conversational AI into its collection calls. Previously, customers were offered a single pre-set payment date. With SESTEK, the AI Agent could understand each customer's situation and negotiate a realistic payment date through natural conversation.
The result was more payment agreements while collectors could focus on customers whose situations required human judgment.
AI Agents automate outreach, verification, negotiation, and promise-to-pay across collection conversations.
Agent Assist gives collectors real-time context, next-best actions, and guidance when complex cases require judgment.
AQM evaluates collection conversations for compliance, negotiation quality, and outcomes, helping teams improve every interaction.
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