Collections and
payment recovery.
Make every collections interaction
a clearer path to resolution.
Use intelligent, governed outreach to improve right-party contact earlier in the delinquency cycle, present appropriate payment and resolution options, and protect revenue—while preserving trust, choice, and the human touch.
Explore intelligent outreach
The challenge...
A large credit card issuer was managing a growing number of cardholders who were one or more cycles past due. Its existing outreach relied on broad, scripted campaigns with little differentiation by delinquency stage, leading to repeated attempts, lower right-party contact rates, and inefficient use of collections specialists' time.
The issuer needed a more intelligent way to prioritize accounts using delinquency stage, contactability, propensity-to-pay signals, and risk of roll-forward—then determine when and how to engage, which channel and message to use, what payment arrangements or other resolution options to present, and when a human should become involved.
The goal was not simply to make more attempts. It was to make every attempt more purposeful.
The objective...
The credit card issuer set out to create a more coordinated collections experience that could:
- Engage eligible cardholders earlier in the delinquency cycle—before accounts roll forward.
- Prioritize outreach using delinquency, payment, and propensity-to-pay signals.
- Improve right-party contact through the most appropriate channels and times.
- Tailor communications by delinquency stage and cardholder circumstances.
- Present eligible payment arrangements and other resolution options.
- Capture payments, promises to pay (PTPs), and agreed next steps consistently.
- Reserve collections specialists for hardship, disputes, negotiation, or escalation.
- Maintain an auditable record of outreach, promises, arrangements, and outcomes.
- Use contact, payment, and kept-promise outcomes to improve future engagement.
The Alvaria Intelligence
Platform approach.
The issuer first defines the recovery outcome and eligible account population—for example, improving early-stage cure rates or reducing roll-forward into later delinquency. With that shared outcome defined, AIP orchestrates the appropriate treatment strategy.
AIP acts as the conductor of intelligent, compliant, proactive outreach—bringing together account and payment data, delinquency stage, prior contact and promise-to-pay history, propensity signals, compliance governance, campaign design, and human or agentic engagement in one coordinated platform.
Agentic-led engagement
for collections.
& leads
or steps in as needed
An agentic agent begins and leads eligible collections engagements, enabling timely, consistent outreach at scale. Within approved business rules, it can support right-party contact, present eligible payment arrangements, and capture promises to pay. A collections specialist remains available to supervise or receive a handoff when hardship, a dispute, negotiation, or another situation requires human judgment or empathy.
Agentic begins and leads.
Human supervises or steps in as needed.
More outreach capacity.
Human expertise when it matters.
Customer value...
- Personalized, empathetic outreach.
- Clearer payment options and next steps.
- More convenient and respectful interactions.
- Faster paths to resolution.
- Greater trust and loyalty.
Business value...
- Higher right-party contact rates.
- More kept promises and completed payments.
- Improved cure and recovery rates.
- Less roll-forward and lower cost to collect.
- Greater collections specialist productivity.
- Stronger compliance, reduced risk, and clearer performance insights.
From high-volume attempts
to purposeful engagement.
Alvaria helps issuers improve cure and recovery rates while treating cardholders better—turning every interaction into an opportunity to build trust and long-term value.
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