Unsustainable Cost Structure
• More than 30% of recovered revenue was being consumed by recovery operations alone.
• Scaling required 400+ human agents, making growth expensive, operationally complex, and margin-negative over time.
Fragmented and Poor Customer Experience
• High volumes of wrong-party contacts, repeated follow-ups, and inconsistent agent conversations led to borrower frustration.
• Rising complaints and disputes began to impact brand trust and long-term customer relationships.
Elevated Regulatory and Legal Exposure
• Customer complaints escalated into lawsuits and regulatory scrutiny, increasing legal risk.
• Manual processes made it difficult to ensure consistent adherence to evolving compliance requirements.
What this meant:The existing collections model could not scale efficiently. The company needed a solution that could lower operating costs, standardize customer interactions, and enforce compliance by design, without slowing down recovery or limiting growth.
Vodex deployed its Voice AI Collections Platform to completely transform the client's operations, replacing costly manual processes with a fully automated, compliant, and scalable solution
Automation at Scale (Replacing Manual Operations)
• Deployed AI voice agents to automate high-volume outbound calling across portfolios, reducing reliance on large human call teams.
• Implemented centralized orchestration and workflow logic to remove manual intervention, inconsistencies, and operational inefficiencies.
Intelligent Collections Execution
• Enabled large-scale, AI-led outreach capable of handling six-figure daily call volumes without operational strain.
• Designed call flows to support immediate payment actions as well as structured follow-ups within the same campaign logic.
Customer-First, Localized Engagement
• Rolled out multilingual, natural voice agents to support regional languages and cultural nuances, including Arabic.
• Used context-aware calling and timing logic to improve right-party contact while reducing unnecessary repeat outreach.
Compliance-Built Call Workflows
• Embedded Reg F and TCPA requirements directly into call logic, disclosures, and escalation paths.
• Ensured all conversations followed approved scripts with complete logging, protecting both operations and brand reputation.
Automation & Cost Efficiency
Replaced large, agent-heavy outbound operations with a lean, AI-led execution model.
Automated orchestration and standardized workflows eliminated manual errors, reduced dependency on headcount, and made scaling predictable.
Improved Borrower Experience at Scale
Compliance Built Into Every Interaction