Case Study: How Credit Unions Are Recovering More with AI-Powered Collections Calls
Your collectors can't reach every past-due member. These credit unions launched an AI voice agent that does — with compliance built in from day one.
AUM: $5.7B
Members: 340k+
AUM: $1.6B
Members: 105k+
AUM: $1B
Members: 63k
AUM: $167m
Members: 15k+
AUM: Not provided
Members: N/A
THE CHALLENGE
Your Collectors Are Stretched Thin. Your Past-Due List Isn't Getting Shorter.
Early-stage delinquency is where collections teams lose the most ground — not because they lack skill, but because they lack capacity. When 1,000+ accounts hit the 15–29 day window every week, there's no realistic way to contact them all.
So the early reminders don't happen. Accounts that could have been resolved with a single call roll to 30, 60, 90+ days. By the time a collector gets involved, the conversation is harder, the member is more disengaged, and the recovery cost has multiplied.
Meanwhile, your best people are spending their time on routine reminder calls instead of the hardship cases, disputes, and escalations where they actually make a difference.
THE SOLUTION
An AI Voice Agent That Reaches Every Past-Due Member — So Your Team Doesn't Have To
AviaryAI deploys an AI voice agent that handles your entire early-stage collections queue — calling every member in the 15–29 day window with TCPA-compliant outreach, capturing promise-to-pay commitments, and routing complex cases to your team.
Instead of collectors spending their mornings dialing through a list of routine reminders, the agent works the full queue on a consistent schedule — reaching members your team would never get to. When a member picks up, the agent verifies identity, explains the situation, and captures a commitment or escalates to a live collector. After the call, branded follow-up emails with payment links go out automatically. Every interaction is recorded, transcribed, and coded — giving your team full visibility without any manual documentation.
What changes for your collectors:
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They stop dialing.
The agent handles the volume so your team focuses on accounts that actually need a human.
Every member gets contacted.
No more hoping you'll get to the bottom of the list. The agent works the full queue, every week, on schedule.
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Commitments are captured automatically.
Promise-to-pay dates, payment method escalations, and live transfers — all logged with full recordings and transcripts.
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Compliance is handled from the start.
TCPA calling windows, recorded-line disclosures, identity verification, DNC/suppression rules, and opt-out handling are configured before the first call goes out. Your compliance team sets the rules; the agent follows them.
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Follow-up happens without manual effort.
After the call, branded email confirmations with payment links and SMS/RCS reminders (where enabled) go out automatically.
THE SOLUTION
Results Across Live Deployments
Contact Rate
Increase
Pickup
Rate
Promise-to-Pay
Conversion
Time to
Live
What changes for your collectors:
Consistent early-stage outreach without adding headcount. Less time on low-value dialing. More time on hardship conversations, escalations, and complex accounts. Full visibility into outcomes backed by call recordings and transcripts.
IMPLEMENTATION - CRAWL, WALK, RUN
Launch in Two Weeks. Get Smarter Every Sprint.
Most teams go live in 14 days. From there, the agent learns and improves in short cycles — expanding coverage, adding channels, and tying outreach directly to portfolio outcomes.
Phase
CRAWL
(Weeks 1–2)
Prove It Works
Launch an AI collections voice agent on a defined delinquency window (typically 15–29 DPD). Compliance controls are configured before the first call: TCPA calling windows, recorded-line disclosures, identity verification, DNC/suppression rules, and opt-out handling.
The agent captures promise-to-pay commitments, routes complex cases to your team, and logs every call with full recordings and transcripts for QA, coaching, and audit.
You'll see: Pickup rate, intro pass rate, and success rate (% of connected calls AND % of total dials) within the first sprint.
Phase
WALK
(Weeks 3–6)
Scale Coverage, Reduce Workload
Expand outreach across the full weekly queue with consistent cadence and time-zone awareness. Add multi-channel follow-up: branded email confirmations with payment links, and SMS/RCS reminders where enabled.
Start measuring operational ROI: collector hours saved, fewer routine calls reaching staff, and improved focus on hardship, disputes, and late-stage delinquency.
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Phase
RUN
(Weeks 6+)
Automate and Tie to Portfolio Health
Integrate deeper: call list feeds via SFTP/API, live transfers to your contact center, and outcome/call summary writeback to your core system, CRM, or collections platform.
Segment strategies by delinquency stage — expand beyond 15–29 DPD into additional buckets (1–16, 16–30, 30+) with tailored tone, rules, and escalation paths.
Measure what matters: roll-rate improvement, dollars collected per kept promise, and cost per successful contact.
FAQ
Frequently Asked Questions
How fast can we launch?
Most teams go live in 2–3 weeks, assuming the call list and suppression logic are available.
Is AviaryAI TCPA compliant?
AviaryAI supports TCPA requirements through calling windows, do-not-call handling, suppression logic, and required disclosures. Your compliance team defines the rules; we configure the agent to follow them.
How does identity verification work?
Typically DOB + ZIP before discussing account details. If the member can't verify, the agent provides general information and routes to a live agent or official callback path.
How do you measure success?
We report success both ways: % of connected calls with a promise-to-pay/transfer, and % of total dials. We also track pickup rate, intro pass rate, completion rate, and outcome codes.
Can the agent send payment links by text?
Yes, via SMS/RCS where your consent and compliance process allows. Many teams start with branded email and add texting once the workflow is stable.
What integrations are typical?
At minimum: a call list feed (often SFTP) and suppression rules. Many teams add contact center transfers and writeback to core/CRM/collections so collectors don't re-key notes.
Will members complain about AI calling them?
Complaint risk comes down to execution: short script, respectful tone, clear disclosures, correct suppression, and clean transfers. Most teams review early calls and tune quickly.
See How It Works for Your Team
Live in two weeks. Compliance built in. No headcount required.