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AutoInsights for Collections
AI-Driven Compliance, Conduct and Collections Performance
Across 100% of Calls
Collections operations face complex regulatory, conduct and customer-experience obligations. AutoInsights transforms every call into structured, auditable data — giving your organisation full visibility of compliance, hardship, complaints, vulnerability, Right Party Contacts and agent performance.
Why Collections Teams Choose AutoInsights
Comprehensive Compliance & Conduct Assurance
AutoInsights audits every call using advanced Generative AI and CXEX’s specialised Collections Listeners.
- ID&V completion and failures
- Disclosure of sensitive information (privacy breaches)
- Recording-disclosure compliance
- Misleading or inaccurate debt information
- Incorrect agent identification
- Respectful and non-coercive conduct
- Hardship identification and acknowledgement
- Complaint triggers and escalation failures
- Prompt escalation behaviour
Automated QA — For Any Scorecard
Whether you use your own scorecard or industry frameworks, AutoInsights can fully automate scoring.
- Compliance & Disclosure
- Agent Introduction & Purpose
- Payment Hierarchies (PIF → SIF → Part Pay)
- Customer Education
- Hardship / Disputes / Vulnerability
- Probing, Listening, Tone & Empathy
- Wrap-up & Documentation
Scores are consistent, transparent and generated within seconds — no manual QA sampling required.
Right Party Contact (RPC) Effectiveness
Track, improve and explain RPC performance using AI.
- Verification success/failure
- Whether debt information was clear & accurate
- Hardship or complaint triggers
- Agent behaviour that influences pay-propensity
Promise to Pay (P2P) Insight & Automation
AutoInsights extracts every payment commitment, follow-up and broken promise.
- Affordability signals
- Risks of commitment failure
- Missed payment-hierarchy steps
- Agents skipping required questions
- Misalignment with scripts or regulatory obligations
Data Cleansing & Operational Precision
AutoInsights automatically highlights data quality issues to ensure clean and accurate reporting.
- Auto-wrap errors
- Wrong numbers
- No-answer pattern trends
- Incorrect dispositions
- Unresolved calls
Agent Coaching & Behavioural Diagnostics
AI identifies what great agents consistently do — and where others fall short.
- Conduct & tone
- ID&V accuracy
- Accuracy of debt information
- Hardship acknowledgement
- Escalation behaviour
- Compliance breaches
Key Use Cases & Out-of-the-Box Capabilities
- Compliance, Conduct & Risk Management
Audit every call against regulatory obligations, industry conduct standards and client policies.
- Promise to Pay (P2P)
Automatically extract commitments, dates, payment plans and follow-ups.
- Right Party Contact (RPC)
Measure quality, compliance and agent influence within RPC outcomes.
- Objection Handling, Hardship & Vulnerability Analytics
Capture all debtor objections, hardship indicators and vulnerability signals.
- Third-Party Contacts
Ensure no sensitive information is disclosed and that all conduct rules are followed.
- Agent Behaviour Monitoring
Identify behavioural patterns that impact outcomes across all agent interactions.
How It Works
No workflow changes. No disruption. AutoInsights integrates with any telephony platform and begins analysing immediately.
Integration
Connect with your telephony platform
Analysis
AI processes 100% of calls in real-time
Insights
Generate structured compliance data & analytics
Action
Drive improvements with actionable insights
Compatible with All Major Platforms
Compatible with All Major Platforms
Book a pilot or demonstration to see your call data analysed in real time. Transform 100% of your calls into actionable compliance and performance insights.
