SEPTEMBER 2023 RELEASES
September 2023 Releases
AI Collections: How Top Lenders Automate Growth in 2025
In loan servicing and collections, you live and die by how well your contact center performs.
Missed follow-ups, long wait times, and clunky (or infrequent) payment reminders. They’re revenue killers.
By implementing AI collections strategies with AI Agents now, you have the opportunity to automate these areas and turn them into major business advantages—while your competitors continue to do things manually and let revenue slip through their fingers.
There’s a reason why top lending organizations are already turning to Regal AI Agents. They’re cutting contact center costs in half and driving higher repayment rates, all while staying CFPB compliant.
But how, you ask?
We’ll break it down for you.
Whether you’re trying to re-engage leads, qualify borrowers, collect payment, or reduce delinquencies, Regal’s AI Agents are built to handle the job. In a reliable, measurable way.
Let’s look at the six main ways Regal’s AI Agents are changing the game for loan processing and debt collections.
AI Collections: How Top Lenders Automate Growth in 2025
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1. Lead Qualification for AI Collections
If you’ve ever found yourself asking...
- Why are my agents wasting time on unqualified leads?
- How do we know which inquiries are actually ready to convert?
The typical issue:
Your reps are stuck playing detective—calling every lead, trying to determine who’s worth their time. It’s a slow, inconsistent process.
What AI agents can do:
Quickly qualify every inbound and outbound lead—24/7—so your human agents only step in when it counts.
How they do it:
- Ask intent-driven questions upfront: “Are you currently looking to refinance your auto loan, or just browsing options?”
- Validate lead information in real-time via CRM and LMS integration
- Auto-score lead intent and update records accordingly
- Pass hot leads to live agents via warm transfer
The result?
Faster lead routing, lower cost-per-qualified lead, and better close rates. AI Agents eliminate time wasted on dead-end leads, apply consistent scripting to stay CFPB-compliant, and surface high-intent borrowers automatically.
You can track it all with metrics like qualification rate, speed-to-lead, and conversion-to-call ratio.
2. Lead Management
If you’ve ever found yourself asking...
- How do we keep leads warm without stretching our agents thin?
- How can we better follow up with the leads that ghosted us?
- Are we even using the right channels to re-engage?
The typical issue:
Your drip campaigns are either too generic, too aggressive, or too inconsistent. Your reps are juggling too many follow-ups. Too many leads go cold before anyone reaches them again.
What AI Collections agents can do:
Personalize lead follow-ups at scale with natural-sounding, timely calls and texts that keep prospects engaged.
How they do it:
- Re-engage drop-offs with empathetic prompts: “Hi Alex, just checking in—did you still want to move forward with the personal loan you started?”
- Vary channel based on past behavior—SMS, email, phone
- Use CRM data to tailor scripts based on loan type, stage, and past touchpoints
- Escalate to a human only when a lead indicates readiness
The result?
Improved contact and reactivation rates. You’ll see a measurable lift in lead-to-opportunity conversion, with less human effort.
3. Document Management
If you’ve ever found yourself asking...
- How can we automate the process of chasing down documents?
- How can we remedy missing or incorrect documents faster?
The typical issue:
Collecting, verifying, and organizing borrower documents is one of the slowest, most error-prone steps in the loan process. Your humans often have to get involved to only to collect one small piece of information.
What AI Collections agents can do:
Streamline document collection and validation with proactive, intelligent outreach.
How they do it:
- Guide customers through what to upload and where: “You can text us a photo of your pay stub now, or upload it via the link I just sent.”
- Confirm document type and quality with AI-based detection
- Update CRM or LMS automatically with document status
- Trigger follow-ups if documents are missing, incomplete, or unreadable
The result?
You accelerate time to funding and eliminate error-prone steps.
Faster time to close, reduced NIGO (not-in-good-order) submissions, and fewer human bottlenecks. Documents get submitted and verified faster.
4. Customer Support
If you’ve ever found yourself asking...
- How can we reduce our wait and hold times?
- Can we automate the handling of common questions?
- Why do customers have to repeat themselves to our IVR so much?
The typical issue:
Your human agents are bogged down answering basic account questions or resetting passwords, leaving less time for complex, sensitive cases. That, or you're having a hard time scaling your existing support channels without adding a ton of headcount.
What AI agents can do:
Handle tier-1 support autonomously, while giving customers a premium experience that feels personal.
How they do it:
- Pull real-time account info: balances, due dates, interest terms
- Handle routine requests like: “Can I change my autopay date?”
- Surface IVR history and CRM notes to avoid making customers repeat themselves
- Escalate to a rep when tone, sentiment, or topic requires a human touch
The result?
90%+ CSAT score, with less hold time, and lower average handle time. All while your agents focus on high-value support.
5. Payment Reminders that Improve AI Collections
If you’ve ever found yourself asking...
- How can we reduce delinquency rates without burdening our agents?
- Can we trust AI to drive secure payments self-sufficiently?
The typical issue:
Late payments often come down to bad timing, unclear instructions, or borrower forgetfulness. But calling every at-risk customer manually isn’t scalable. Your payment reminders are inconsistent, non-personalized, or single-channel, and don't drive a ton of people to take action.
What AI agents can do:
Deliver friendly, proactive payment reminders—compliant by design, and easy to act on.
How they do it:
- Call and confirm upcoming due dates: “Just a heads up, your next payment of $142.83 is due this Friday.”
- Allow instant action: “Would you like to pay now, or schedule a payment?”
- Integrate with your ACI or any processor for seamless transactions
- Log dispositions and update repayment status in real time
The result?
Lower delinquency rates, fewer escalations, and a smooth, respectful collections experience. Regal AI Collections Agents identify risk early and resolve issues before they grow.
6. Cross-Selling
If you’ve ever found yourself asking...
- How can we turn more borrowers into repeat customers?
- Are we even following up on paid-off loans? And can we automate that?
The typical issue:
Most loan servicers fail to close the loop. Once a borrower finishes repayment, there’s no smart handoff to upsell or extend a new offer.
What AI collections agents can do:
Identify and reach out to high-fit customers with relevant new loan offers—at exactly the right moment.
How they do it:
- Monitor loan lifecycle milestones to trigger outreach: “You’ve just paid off your auto loan—congrats! Want to hear about your refinance options?”
- Tailor pitch based on customer profile and past behavior
- Handle questions and objections conversationally: “Can I change the term length?”
- Book a call with a rep or complete next steps autonomously
The result?
You monetize more of your customer base, safely and strategically. Higher LTV, better product penetration, and a smart growth engine built into your support pipeline.
Compliance is built in, so your upsell motion feels more like a helpful nudge than a hard pitch.
Regal isn't just a tool. We're your partner in AI Collections.
From collecting payments to reactivating old leads, Regal’s AI collections Agents deliver high-touch experiences that drive real business results. Whether you’re looking to reduce costs, boost recoveries, or make every borrower feel like a VIP, Regal’s the new standard for collections and servicing.
Let’s perfect every interaction—at scale. Try talking with a live AI Agent now.
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