Recovery that compounds—in safe hands
We bring the recovery intelligence—scoring, vulnerability and affordability signals, agentic voice and digital—and operate it with the governed autonomy a regulated business demands, where customer experience, empathy, and lifetime value matter as much as the cash. The intelligence compounds, so your results improve every quarter.
Compounding collections domain intelligence
29+ years |41M customers | 300M digital outreach a year
- ~$4.8B annual collections inventory managed
- Up to 90% of cash collected via digital—not live advisors
- 178 deployable domain agents, gated by an evaluation harness
8 of Top 10
Credit Card Issuers
3 of Top 10
BNPL providers
7 of Top 10
Fintechs
HFS Research profiled Firstsource’s UnBPO™ approach to collections—re-architecting recovery operations around AI and proprietary platforms rather than scaling headcount
Why it matters now
Your recovery operation is ready to modernize. The intelligence is what changes the cash.
A platform upgrade alone doesn’t lift recovery. The cash, the cost-to-collect, and the compliance exposure all live in how each account is scored, contacted, and resolved—work that still runs on aging systems, brute-force dialing, and sampling-based oversight. The constraint isn’t ambition; it’s a recovery stack that can’t yet act on intelligence in the moments that decide an outcome.
The compliance load
7-in-7
Reg F contact-attempt cap; state AGs stepping up enforcement in 2025–26 — CFPB / NCLC
Every contact is now coded to a rulebook
Reg F, FDCPA, UDAAP and ECOA in the US; FCA, Consumer Duty, Breathing Space and DMP in the UK; ASIC–ACCC guidelines, the NCCP Act and hardship obligations in Australia. Each call, SMS and letter has to prove it was compliant.
Reg F, FDCPA, UDAAP and ECOA in the US; FCA, Consumer Duty, Breathing Space and DMP in the UK; ASIC–ACCC guidelines, the NCCP Act and hardship obligations in Australia. Each call, SMS and letter has to prove it was compliant.
Legacy stack
5 hrs
per-case turnaround on a 20-year-old collections CRM
Recovery runs on aging CRMs and split front/back office
When the system of record is decades old and front- and back-office work lives in separate tools, every change is slow and risky — and advisors work blind to the account’s real state.
When the system of record is decades old and front- and back-office work lives in separate tools, every change is slow and risky — and advisors work blind to the account’s real state.
Cost & channel
90%
of cash collectible via digital self-serve, multi-brand
Dialing every account the same way is the expensive way. Brute-force dialing burns cost and goodwill while most customers would resolve digitally. The opportunity is to score, segment and route—and let routine recovery happen self-serve.
We don’t dial harder. We re-architect collections for AI, and run it, so intelligence actually operates
Kairos — the operating system
From the account to the outcome, one connected system
First-party, third-party and legal collections, connected on one operating system—so an advisor or AI agent acts with the account’s full picture and every decision stays auditable.
Every interaction compounds the collections intelligence, so outcomes improve over time—governed, auditable, and tuned to your book and your regulators.
Every interaction compounds the collections intelligence, so outcomes improve over time—governed, auditable, and tuned to your book and your regulators.
05
AI-native operations: Agents
Inbound voice agents that resolve calls end to end, outbound negotiation agents that hand warm, context-rich calls to human closers, and digital self-serve agents—each pre-loaded with recovery playbooks and an agent governance package (disclosures, audit trail, override controls).
Varies by program
04
Domain Intelligence : Domain harness
Vulnerability and affordability playbooks, negotiation rules, and conduct guardrails encoded for every market—Reg-F / FDCPA / UDAAP (US), FCA / Consumer Duty / Breathing Space / DMP (UK), and ASIC–ACCC / NCCP / hardship (AU)—a decision layer that tells every advisor and agent what good looks like before they act.
Core · compounds over time
03
Organizational context : Intelligent Context Framework (ICF)
Live financial profile, vulnerability indicators, payment history and affordability traces — a 360 view of the account, plus immutable decision traces an auditor can follow.
Core · compounds over time
02
Operations intelligence: Sensors
Conversation intelligence on vulnerability and stress signals, process mining of collection-outcome patterns, and knowledge mining of affordability patterns across 250+ collections events.
Core · compounds over time
01
Systems of record
A proprietary collections system of record holds every account’s live state—placements, scrubs, payments, dispositions and bureau updates—across first-party, third-party and legal, with dialler, CRM and payment integrations and a proprietary, domain-specific model suite: account-scoring (1–100), propensity, affordability and persona models.
Varies by program
Where the signal becomes memory
Learn about the Intelligent Context Framework
What we engineer for collections
From the system-of-record to the customer—the whole recovery operation
Where we put technology to work across recovery—each powered by a Tech Services capability, and each behind a collections solution you can run.
Collections system-of-record modernization
20% higher collection rates | 5 hrs to <1 hr
Retire the legacy CRM or wrap it—unify front- and back-office recovery on one proprietary system of record, so every account’s live state across first-party, third-party and legal lives in one place.
Systems, application and data engineering
Conversation and operations intelligence
100% of calls reviewed | 250+ event tags
Read vulnerability, stress, and affordability signals on every interaction and mine collection-outcome patterns—so the next best action is driven by what’s actually happening, not a fixed cadence.
Sensor and operations intelligence
Recovery decision intelligence
accounts scored 1–100 | 7,000+ segments
Proprietary, domain-specific propensity, affordability and persona models score and segment every account, encode negotiation rules, and route each customer to the right channel, message, and moment—instead of dialing them all the same.
Domain harness engineering
Agentic voice and negotiation
answer-to-RPC 64% vs 49% | +31% liquidation
AI handles disclosures, verification and the opening negotiation, then hands warm, pre-qualified, context-rich calls to human closers—resolving routine inbound calls end to end.
Agentic orchestration
Digital self-serve and personalized engagement
92% self-serve | up to 90% cash via digital
A branded self-serve portal and omnichannel outreach in the customer’s preferred language, personalized from the account’s real context—so routine recovery happens any hour, without an advisor.
Context and knowledge engineering
Compliance and governed autonomy
full-book audit | 8 complaints / 155,000 accounts
Rule libraries—Reg-F, FDCPA, UDAAP, ECOA, FCA, Breathing Space—sit inside scripts, digital outreach and AI guardrails, with full-book audit evidence and autonomy that’s earned, not assumed.
Governed autonomy and run
The collections solutions this powers
The technology above runs behind our collections solutions. Explore the ones built for your book:
First-party collections
Third-party recovery
Legal collections
Digital collections
Analytics and governance
Transformation advisory
Explore all collections solutions
Trust & compliance
Regulatory rigor. By design.
Collections runs on trust. We bring the intelligence and governance to protect it—embedding rule libraries into every script, outreach, and AI guardrail, making every interaction auditable, and ensuring vulnerable customers are treated with empathy that protects lifetime value.
SOC 2 Type 2
ISO 27001
PCI DSS
Reg F · FDCPA (US)
FCA · Consumer Duty (UK)
ASIC · ACCC (AU)
Compliance in the script
Rules inside the work, not in a policy PDF
Reg-F, FDCPA, UDAAP and ECOA (US); FCA, Consumer Duty, Breathing Space and DMP (UK); and ASIC–ACCC guidelines, the NCCP Act and hardship rules (AU) sit directly inside scripts, digital outreach and AI guardrails—so the contact is compliant before it happens.
100% oversight, not sampling
Every interaction reviewed, not a slice
Speech and text analytics tag every interaction across 250+ events with 20+ configurable filters and real-time CRM sync—full-book audit evidence, like 8 complaints across 155,000 accounts over nine months.
Progressive trust
Autonomy that’s earned, not assumed
Agents start under human review and graduate to higher autonomy only as evidence earns it—HITL to HOTL to HATL—calibrated to the risk of each task.
FULL-STACK OPERATOR
Intelligence That Operates
Where it starts
Recovery diagnostic
Most engagements start with a diagnostic that frames the cash and cost at stake across the book before anything is built.
Explore consulting
The signal
Sensor and operations intelligence
The conversation intelligence and process mining behind next-best-action and 100% interaction oversight—the signals that tell recovery what to do next.
Explore the capability
How we engage
Start on one part of the book. Prove the cash. Then extend.
You don’t have to re-platform the whole operation on day one. We frame the value, prove it on a high-return slice of the book, and extend across first-party, third-party and legal on the same foundation.
Transform
Map the recovery value
A diagnostic across first-party, third-party and legal—benchmarked to your book, with a board-ready case for what to modernize first and the cash and cost it unlocks.
Implement
Stand it up against a baseline
Migrate onto our proprietary system of record or wrap your CRM, encode your recovery rules and compliance into the harness, and deploy scoring, agents and digital self-serve against a measured starting point.
Operate
Run it to the cash
Human + AI recovery with full-book compliance and outcome-linked commercials, contingency, gainshare or PMPM, so you pay for cash recovered, not effort.
Proof in production
Real outcomes, inside real recovery operations
Platforms we built where building was the right call—and operations we run to the cash. A selection across system-of-record, agentic voice, and digital recovery.
System of record | Auto finance
Legacy CRM to a unified system of record
A leading US auto lender and dealer retired a 20-year-old CRM, migrating to our proprietary collections system of record and unifying front- and back-office recovery on a single desktop.
Turnaround fell from five hours per case to under one; delivery offshored without losing control of live accounts.
20%
higher collection rates
32%
cost savings
45%
workforce reduction
Agentic voice | Head-to-head test
Agentic outbound negotiation
An AI agent opened outbound calls, ran disciplined negotiation, and handed warm, pre-qualified transfers to human closers—tested against a human control in January 2026.
Answer-to-RPC 64% vs 49% for the control; +43% operating leverage.
+31%
liquidation
+16%
average payment
64%
answer-to-RPC (vs 49%)
Digital-first | First-party, large US ISP & cable
Brand-led digital recovery
For the largest US ISP and cable operator, the first-party program recovered under the client’s own brand across digital and advisor-assisted channels in 2024.
Up to 90% of cash via digital for some brands; routine recovery resolved self-serve, any hour.
$364.6M
first-party collected (2024)
$202.6M
via digital self-serve
92%
of customers self-serve
Good questions to start with
Do we have to replace our collections platform or CRM?
No. We modernize onto our proprietary collections system of record where a rebuild is genuinely the right call, or we wrap and integrate what you run. Either way we migrate live books without losing control of active accounts—placements, scrubs, payments and dispositions stay intact throughout.
How do you keep AI collections compliant across markets?
Compliance is structural. The rule libraries (Reg-F, FDCPA, UDAAP, ECOA in the US; FCA, Consumer Duty, Breathing Space, DMP in the UK; ASIC–ACCC guidelines, the NCCP Act and hardship rules in Australia) sit inside every script, digital outreach and AI guardrail; every interaction is tagged and auditable across the full book; and agents earn autonomy progressively rather than acting unsupervised.
Isn’t this just a digital-first collections agency?
No. A digital-first platform hands you a one-size-fits-all, multi-tenant product; a pure-tech vendor hands you a model and leaves you to run it. We do neither. We bring the intelligence and operate it as a trusted extension of your brand—tuned to your book, your segments and your regulators—across first-party, third-party and legal, and we stand behind the outcome. The intelligence compounds with every interaction, so the benefit grows quarter over quarter.
How are you more than a collections technology vendor?
Because we operate, not just supply. Tech-only providers give you a platform or a model to configure and run yourself. We bring the intelligence, run the recovery with a safe pair of hands — governing autonomy, protecting vulnerable customers, holding the compliance line—and stand behind the result with outcome-linked commercials, on 29 years of underwriting recovery outcomes.
Do you build the AI models yourselves?
Yes. We build and fine-tune domain-specific models that power our entire collections platform and operations. We also act as a data services partner. Whether you need to leverage our pre-built infrastructure or want us to help you develop your own custom account-scoring, affordability, and persona models, we engineer the stack to make it happen.
What does an AI operating system mean for collections?
It means your voice and digital collections agents act on one view of the customer, your encoded affordability, vulnerability and compliance rules, and live propensity signals—not as standalone bots. That’s what keeps recovery compliant and compounding as your own intelligence.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
CONTACT US
Join the movement as we compound domain intelligence, and take accountability for clients
Your capability, deployed inside the world’s most demanding regulated operations and run to an outcome by our pods. With Kairos above, the client’s IP compounds while your capability stays in the workflow. Let’s make it happen together.