AI readiness guide for collection leaders

AI in collections isn’t just about automation. It’s about empowering your people, protecting your customers, and making smarter decisions at scale.

For most organisations, the question isn’t if they’ll use AI. It’s how ready they are to do it safely, ethically, and for the benefit of everyone involved.

That’s where this guide comes in. It’ll help you assess how prepared your collections function really is — across technology, data, compliance, customer experience, and culture — and what actions to take next.

Whether you’re just starting your AI journey or already testing new tools, this guide helps you understand how your organisation compares to today’s standards for responsible, human-centred AI in collections.

1. Technology and Infrastructure

Are your systems ready to integrate with AI safely and effectively?

Why it matters

AI can only deliver value when it’s built on solid technical foundations.

For collections teams, that means systems that talk to each other, secure data handling, and real-time visibility into performance. Without these, AI becomes a bolt-on, not a true enabler.

A strong infrastructure ensures your data flows freely between systems, your processes stay compliant, and your team can make decisions with confidence. It’s not about replacing existing tools, but connecting them intelligently so AI can enhance how you work, not disrupt it.

Readiness checklist

Rate how well each statement reflects your organisation:
(0 = Not yet, 1 = In progress, 2 = Mostly, 3 = Fully)

1️⃣ Our collections tech stack can integrate with APIs and external data sources.
2️⃣ We have digital-first engagement channels (email, SMS, chat, or self-serve portal).
3️⃣ Our infrastructure meets ISO, SOC II, and PCI standards.
4️⃣ We have access to near real-time collections performance data.

If you scored low (0–1): Focus on the foundations

• Audit your current systems for compatibility with API-driven tools.
• Replace manual data transfers with automated, secure integrations.
• Prioritise upgrading systems that can’t support real-time reporting or compliance monitoring.

If you scored mid-range (2): Optimise for connectivity

• Centralise your data across systems using standardised formats.
• Invest in cloud infrastructure or middleware that enables faster, secure integrations.
• Establish data refresh SLAs to improve decision speed and accuracy.

If you scored high (3): Prepare to scale AI

• Evaluate where automation or machine learning can enhance efficiency, such as workflow routing or customer engagement insights.
• Set up test environments (sandboxes) to safely pilot AI tools.
• Establish change management protocols to scale new technologies with minimal disruption.

How InDebted helps

InDebted’s collections solutions are built with security and scalability at their core. We’re ISO-certified, SOC II- and PCI-compliant. Our API-first infrastructure and real-time analytics ensure technology supports every stage of AI readiness, without compromising compliance or customer experience.

2. Data and Analytics

Is your data clean, accessible, and ready to power AI?

Why it matters

AI is only as powerful as the data behind it. For collections teams, the quality of your data determines how effectively models can predict borrower behaviour, personalise engagement, and measure performance.

When data is fragmented across channels or systems, insights become incomplete, or unreliable. Building a strong data foundation isn’t about volume. It’s about clarity, governance, and trust.

Well-structured, unified data enables your organisation to move from reactive reporting to predictive insight, so you can unlock the full potential of AI.

Readiness checklist

Rate how well each statement reflects your organisation:
(0 = Not yet, 1 = In progress, 2 = Mostly, 3 = Fully)

1️⃣ We collect consistent data across all engagement channels (voice, email, SMS, portal).
2️⃣ Our data is centralised in one platform or data lake.
3️⃣ We have defined data governance policies (such as to ensure accuracy, anonymisation, retention).
4️⃣ We track customer engagement metrics (such as open rates, payment conversions, and self-serve rates).

If you scored low (0–1): Build your data foundation

• Conduct a full audit of your data sources and map where information lives across systems.
• Standardise data collection across all channels, especially legacy systems or voice interactions.
• Introduce or strengthen data governance policies to ensure accuracy and privacy from the ground up.

If you scored mid-range (2): Focus on centralisation and governance

• Create a single data repository or warehouse to unify fragmented systems.
• Establish clear data ownership and quality controls across teams.
• Implement data anonymisation and retention processes that align with privacy laws in all markets.

If you scored high (3): Prepare for predictive insights

• Explore AI and machine learning models that can uncover engagement patterns or predict repayment likelihood.
• Introduce real-time data pipelines so insights can feed directly into decision-making.
• Build feedback loops between operational data and strategy teams to continuously improve outcomes.

How InDebted helps

InDebted’s Data Lake consolidates over 2.7 billion customer interactions globally, enabling secure, anonymised insight generation at scale. Our AI models learn from this data to personalise collections strategies, predict engagement outcomes, and drive performance — all within strict governance and compliance frameworks.

3. Compliance and Security

Are your systems and processes ready to support AI safely and responsibly?

Why it matters

AI introduces new opportunities for efficiency and insight, but also new responsibilities. Compliance and security are the safeguards that ensure technology enhances your operation without putting customers, data, or your brand at risk.

In collections, that means maintaining full transparency, protecting consumer privacy, and embedding ethical decision-making into every layer of your technology stack. Organisations that build AI within a strong compliance framework move faster and more confidently, knowing every innovation meets regulatory standards and customer expectations.

Readiness checklist

Rate how well each statement reflects your organisation:
(0 = Not yet, 1 = In progress, 2 = Mostly, 3 = Fully)

1️⃣ Compliance rules are embedded into our systems (i.e. built-in by code).
2️⃣ We have risk and compliance oversight for any new technology adoption.
3️⃣ Our team understands data privacy requirements across our markets.
4️⃣ We can audit and explain how decisions are made (AI transparency).

If you scored low (0–1): Build your compliance foundation

• Review how compliance is managed today. Identify any areas where rules are applied manually rather than systemically.
• Involve your compliance team early when evaluating or piloting new technology.
• Document regional privacy requirements to ensure global consistency and local accuracy.

If you scored mid-range (2): Strengthen governance and oversight

• Embed compliance checks directly into your technology stack.
• Introduce a formal review process for all AI or automation deployments.
• Train your teams regularly on evolving data protection and privacy standards.

If you scored high (3): Lead with transparency and accountability

• Develop clear explainability protocols for AI-driven decisions.
• Use automated auditing tools to monitor compliance in real time.
• Share compliance outcomes and improvement actions with stakeholders to reinforce trust and transparency.

How InDebted helps

InDebted’s compliance is built into its infrastructure by design. Our systems incorporate regional regulations at code level and are supported by a specialist Risk and Compliance team in every market. This ensures every AI capability operates safely, ethically, and in full alignment with global data protection standards.

4. Customer experience and ethics

Will AI enhance your customer interactions, not replace them?

Why it matters

Collections is built on trust. When introducing AI, the goal should be to create better, more human experiences at scale — not to remove empathy from the process.

AI can make collections more personal, accessible, and consistent. But without ethical design and human oversight, it can also create distance or confusion. Responsible AI means using technology to support customers when they need it most, offering choice, flexibility, and respect throughout their journey.

The organisations leading the future of collections are those that pair intelligent automation with a genuine commitment to customer wellbeing.

Readiness checklist

Rate how well each statement reflects your organisation:
(0 = Not yet, 1 = In progress, 2 = Mostly, 3 = Fully)

1️⃣ We prioritise customer experience and positive outcomes in collections.
2️⃣ Our digital channels offer self-serve options for customers.
3️⃣ We provide easy ways for customers to reach a real human for help.
4️⃣ We monitor satisfaction (for example, NPS, complaints, or reviews) and act on insights.

If you scored low (0–1): Rebuild your customer focus

• Revisit your collections strategy through the lens of customer experience.
• Introduce self-serve options that give customers more control over how and when they engage.
• Establish clear escalation paths so customers can reach your team easily when needed.

If you scored mid-range (2): Embed feedback and flexibility

• Implement regular CX monitoring such as NPS or customer satisfaction surveys.
• Track and categorise complaints or friction points to inform continuous improvement.
• Offer flexible repayment options and easy-to-understand digital interfaces.

If you scored high (3): Scale ethical, AI-enhanced CX

• Use AI to personalise outreach while maintaining clear opt-out and human handoff options.
• Integrate feedback loops so AI models continually learn from customer satisfaction data.
• Celebrate and reward positive CX behaviours within your teams to maintain a human-centred culture.

How InDebted helps

InDebted’s approach to AI is human-centred by design. Our solutions prioritise customer choice and wellbeing through flexible digital channels, easy off-ramps to human support, and a 5-star rated Customer Experience team.

We use AI to enhance, not replace, human connection, ensuring every interaction is respectful, transparent, and effective.

5. People and culture

Are your teams ready to work with AI as a co-pilot?

Why it matters

Technology alone cannot transform collections. The real driver of progress is people.

AI succeeds when teams understand its value, trust its recommendations, and use it to enhance their own performance. That requires more than tools and training. It takes cultural readiness, which means a mindset that embraces innovation, experimentation, and learning.

When people and technology work together, AI becomes a co-pilot that empowers teams to focus on what matters most: meaningful, human engagement and better customer outcomes.

Readiness checklist

Rate how well each statement reflects your organisation:
(0 = Not yet, 1 = In progress, 2 = Mostly, 3 = Fully)

1️⃣ Leaders understand AI’s potential in collections.
2️⃣ Teams receive training on using digital or AI tools.
3️⃣ We encourage experimentation and continuous improvement.
4️⃣ We have champions or advocates for innovation within the business.

If you scored low (0–1): Build awareness and alignment

• Start with leadership education sessions on what AI can achieve within collections.
• Communicate a clear vision for how AI will support, not replace, your teams.
• Identify early adopters or digital advocates to help drive enthusiasm and understanding.

If you scored mid-range (2): Strengthen confidence and capability

• Provide ongoing training and knowledge-sharing for teams using AI-powered tools.
• Create safe spaces to experiment, test, and learn from new technologies.
• Recognise and celebrate innovation to build momentum across departments.

If you scored high (3): Lead by example

• Develop a formal innovation program or cross-functional working group focused on AI readiness.
• Incorporate AI capability metrics into leadership KPIs.
• Empower teams to identify new use cases for AI that support business goals and customer outcomes.

How InDebted helps

InDebted is AI-native by design. Across our business, every single team uses AI on a daily basis to enhance performance and deliver better experiences for the people we serve.

This culture of AI fluency and experimentation means our clients benefit from solutions that are continuously improving. From our engineers to our customer experience specialists, every part of InDebted is designed to work smarter — combining human empathy with AI to set a new standard for collections.

Your AI readiness levels

Understand where you are today and how to take your next step forward.

Once you’ve completed the checklist, tally your total score from across the five dimensions. Use the guide below to identify your current readiness level and see what to focus on next.

Foundations: Build your base

You’re in the early stages of AI readiness. Your focus should be on strengthening your digital infrastructure, improving data quality, and embedding consistent governance practices.

Once these elements are in place, you’ll be well positioned to test AI tools within controlled workflows.

Next step: Start small. Invest in centralised data management and ensure compliance rules are built into your core systems.

Emerging: Pilot and learn

You’re ready to begin testing AI in targeted areas such as engagement optimisation or performance analytics.

Use this phase to gather learnings, strengthen oversight, and build confidence internally.

Next step: Launch pilot programs and monitor performance closely. Use results to refine your governance and scale what works.

AI-Enabled: Scale with confidence

Your organisation has the systems, data, and processes to expand AI use responsibly. You’re ready to integrate AI deeper into operations and decisioning.

Ensure that compliance, explainability, and human oversight continue to guide your approach as you scale.

Next step: Develop a roadmap for AI expansion across customer experience, analytics, and performance management.

Human + AI Co-Pilot: Lead the way

You’ve reached the highest stage of readiness. AI is part of your culture, and your people use it to enhance every decision, process, and interaction.

Your next opportunity is to keep refining transparency and sharing your success to inspire industry best practice.

Next step: Continue driving innovation and ethics hand in hand. Partner with trusted experts to keep evolving your AI maturity.

How InDebted can help you progress

InDebted partners with future-thinking organisations to deliver AI-powered, human-centred collections that set a new benchmark for performance and customer care.

Our solutions bring together:

• Secure, compliant infrastructure
• Advanced machine learning and analytics
• A human-centred experience that builds trust and drives results

See how InDebted can help your collections team move into an AI-first future — safely, ethically, and at scale.