AI & collections
AI in Debt Collection: How Smart Automation Is Reshaping Recovery Strategies
Fiber
Published
An introduction to AI-assisted collections and the workflow questions surrounding automation in recovery operations.
Read Fiber articleInsider Insights
AI in banking.
Relevant to the work you do.
Perspectives from Fiber and selected industry research on AI, servicing, collections and recovery operations.
Servicing & collections
Harnessing AI in Debt Collections
2nd Order Solutions
Published
A collections consultancy's perspective on AI use cases and implementation. Useful input for selecting a bounded first workflow and defining what its pilot should demonstrate.
Read original at 2nd Order SolutionsGovernance & controls
AI in financial services: good practice and areas for improvement
Financial Conduct Authority
Published
What meaningful human oversight, escalation and audit trails look like in practice. UK observations offer useful questions for customer-facing AI teams.
Read original at the Financial Conduct AuthorityBank deployments
Bank of America Enhances EricaAssist with Generative AI to Help Employees Resolve Client Needs Faster
Bank of America
Published
An employee-assisted servicing example. The bank's announcement helps frame where AI supplies account context and recommendations while staff remain responsible for decisions.
Read original at Bank of AmericaIntegrations
How Modern Integrations Drive Higher Debt Recovery Rates
Fiber
Published
An overview of connections between collection systems, CRM, communications and payments, with considerations for integration projects.
Read Fiber articleServicing & collections
The AI-powered bank: Rewiring for excellence in customer care
McKinsey & Company
Published
A workflow-first look at banking customer care. Consider how account information, system integration and resolution ownership affect the usefulness of an AI assistant.
Read original at McKinseyBank deployments
DBS’ Gen AI-enabled virtual assistants reach 10 million customers and go agentic
DBS
Published
DBS describes authenticated, customer-initiated banking actions. Consider the boundary between answering a question, executing an instruction and escalating to a person.
Read original at DBSServicing & collections
How banks can turn AI-assisted customer service into a business advantage
Deloitte Insights
Published
Customer-service research with practical implications for handoffs. Consider what context an AI assistant should preserve when a customer needs a human agent.
Read original at Deloitte InsightsResearch perspective
What a Real-World Study Reveals About the Future of Debt Collection
Fiber
Published
A discussion of a debt-collection study, its approach and reported findings, and the questions it raises for collection operations.
Read Fiber articleServicing & collections
How AI and machine learning are transforming debt collection
Intrum
Published
A collections provider's perspective on AI-assisted workflows. A useful prompt to distinguish engagement and operational efficiency from actual recovery outcomes.
Read original at IntrumServicing & collections
How AI-First Banks Are Rewriting the Rules of Retail Banking
Boston Consulting Group
Published
A banking operating-model perspective. Useful background for connecting collections pilots to account ownership, data flows, exception handling and performance measurement.
Read original at Boston Consulting GroupServicing & collections
Managing the new wave of risks from AI agents in banking
Deloitte Insights
Published
A practical risk perspective for action-taking agents. Relevant questions include permitted actions, access to account records, approvals and the ability to stop or reverse work.
Read original at Deloitte InsightsGovernance & controls
Treasury Releases Two New Resources to Guide AI Use in the Financial Sector
U.S. Department of the Treasury
Published
A shared AI vocabulary and financial-services risk framework. A starting point for specifying a pilot's scope, evaluation, escalation and accountable owners.
Read original at the U.S. TreasuryDigital engagement
The Importance of Digital Engagement and Self-Service Payment Portals: Finding the Right Fit
Fiber
Published
A discussion of digital engagement and self-service payment portals, with considerations for comparing different approaches.
Read Fiber articleBank deployments
Launching an artificial intelligence powered virtual assistant for Commerce Center reporting
J.P. Morgan Payments
Published
An implementation account covering retrieval and answer evaluation. Useful questions for reporting assistants include freshness, completeness, permissions and unsupported requests.
Read original at J.P. Morgan PaymentsGovernance & controls
Revised Guidance on Model Risk Management (SR 26-2)
Federal Reserve Board, OCC and FDIC
Published
The revised US supervisory guidance expressly excludes generative and agentic AI from its scope. That distinction matters when defining a bank AI governance program.
Read original at the Federal ReserveRegulatory context
CFPB's Guidance Withdrawal and How it Impacts Collection Agencies
Fiber
Published
An examination of the May 2025 guidance withdrawal and the questions it raised for collection agencies.
Read Fiber articleGovernance & controls
Third-Party Risk Management: Proposed Guidance and Request for Comment
Office of the Comptroller of the Currency
Published
A proposed approach to third-party oversight. Relevant to AI vendor evaluation, accountability and ongoing monitoring; this source is a proposal, not final guidance.
Read original at the OCCRegulatory context
Navigating the Shifting Regulatory Landscape
Fiber
Published
Fiber's 2025 perspective on collections regulation, operational technology and the questions agencies face when evaluating software.
Read Fiber articleGovernance & controls
AI’s impact on banking: use cases for credit scoring and fraud detection
ECB Banking Supervision
Published
Lessons from workshops with 13 selected banks. Helpful context for distinguishing predictive models from generative assistants and agents, without generalizing to the entire sector.
Read original at ECB Banking Supervision