US & Canada collections in the AI era
Better Debt
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Description
How is AI transforming debt collection in the US and Canada — and what challenges and opportunities lie ahead?
In this episode of Better Debt, InDebted CEO & Founder Josh Foreman is joined by Dave Hanrahan (CEO & Co-founder, Kredit), Tony Pampena (President, CBV Collection Services & 2nd VP, RMA Canada), and Mike Zhou (VP Data & AI, InDebted) to explore how AI is reshaping contact strategies, compliance, and performance across North America.
They discuss:
- Apple’s iOS 26 AI call screening and what it means for declining right-party contact rates in voice-heavy strategies
- The rise of AI voice agents and how hybrid human-AI models are driving efficiency and better customer engagement
- Practical use cases for predictive analytics to improve segmentation, timing, and repayment outcomes
- The role of omnichannel outreach — SMS, email, and voice — in building trust and adapting to shifting consumer preferences
- Guardrails for responsible AI adoption, from internal governance frameworks to explainability and QA
- How regulation is lagging behind in both the US and Canada — and what operators can do now to stay ahead
- The future of collections talent: how roles will evolve as AI takes over routine tasks, freeing teams to focus on higher-value work
