Top-tier talent for your next project
Pre-vetted and highly skilled teams
Boilerplate for development
Plavno built an AI voice collections agent that calls borrowers on behalf of banks and lenders, adapts the conversation to each account's delinquency stage, handles objections, and secures commitments to pay without adding collector headcount.
Overview
Collections teams at banks and lenders make thousands of repetitive outbound calls every month, from first reminders to long-overdue accounts disputing penalties. Plavno's voice AI agent runs these calls end to end, follows a different strategy for each delinquency segment, and hands complex or sensitive cases to human collectors with a full transcript.
Lower manual load on early-stage collection calls
Consistent, compliant tone across every call and every collector shift
More promises to pay captured and logged in a structured way
Coverage for evenings and weekends, when borrowers are easier to reach
Clear visibility into call outcomes by segment, portfolio, and script version
Most collections departments still rely on human agents for every outbound call, regardless of how simple or difficult the account is. Common challenges included:
Most collector time goes to routine reminders on early-stage accounts
Borrowers who had hung up, lost income, or broken a promise are handled inconsistently
Tone and wording vary by collector, creating complaint and regulatory risk
Call capacity cannot flex to portfolio spikes or reach borrowers after hours
Promises to pay are captured in free text, making follow-up and reporting unreliable
Lenders need to contact more borrowers, recover more of the portfolio, and keep every conversation respectful and on-script without growing the collections team at the same pace.
The agent needed to:
Place outbound calls and introduce itself clearly on behalf of the lender
Load account context before the call: balance, days past due, call history, previous promises
Choose a conversation strategy by segment: first contact, repeat contact after a hang-up, broken promise, long-overdue dispute
Listen for hardship signals such as job loss and offer realistic payment options
Capture a promise to pay with an amount and date in structured form
Escalate disputes, legal threats, and vulnerable customers to a human collector
There are also important constraints:
Conversations are emotionally charged; the agent has to stay calm when borrowers interrupt, argue, or threaten court
Collections are regulated, so wording, disclosures, and contact rules have to be controllable, not improvised
Borrowers speak different languages, and the agent has to switch without a separate build per market
Every call has to leave a transcript and outcome that supervisors can audit
Solution
Automating outbound collection calls, adapting strategy to each delinquency segment, capturing promises to pay, and escalating sensitive cases to human collectors with full context.
Outbound AI voice calls on behalf of the lender's brand
Segment-based strategies: first contact, repeat contact, broken promise, long-overdue dispute
Real-time, interruptible conversation (full-duplex barge-in)
Hardship detection and payment-plan negotiation
Structured promise-to-pay capture: amount, date, channel
Live transcript of agent replies during the call
11 languages, including English, German, Russian, Kazakh, Arabic, Turkish, Urdu, and Malay
Human escalation for disputes, legal threats, and vulnerable borrowers
Select the Account: The collections team or a schedule picks a borrower from the portfolio, with balance, days past due, and history attached.
Place the Call: The agent calls the borrower, identifies itself as the lender, and confirms it is speaking to the right person.
Run the Segment Strategy: A first reminder stays light; a broken promise is addressed directly; a dispute about penalties is de-escalated and routed.
Agree on Next Steps: The agent offers payment options, captures a promise to pay, or schedules a callback.
Log the Outcome: The transcript, outcome, and any promise to pay are saved for supervisors and follow-up.
Suitable for banks, consumer lenders, microfinance, BNPL, and collection agencies
Runs early-stage reminders and later-stage conversations from one platform
New segments and scripts are added as configuration, not new builds
Multilingual by default for cross-border and multi-ethnic portfolios
Scales with portfolio size and seasonal delinquency spikes
Architecture Overview
Voice Layer: Real-time outbound conversation with streaming speech recognition, synthesis, and barge-in.
Account Context Layer: Balance, days past due, call history, and previous promises loaded before each call.
Dialogue & Strategy Layer: Segment-based strategies, objection handling, hardship and dispute detection.
Outcome Layer: Promise-to-pay capture, callback scheduling, and escalation to human collectors.
Audit & Analytics Layer: Transcripts, outcomes, and reporting by segment, portfolio, and script version.
Infrastructure Layer: Cloud-hosted multi-agent voice platform with per-session access tickets.
Value
Delivering consistent, respectful collection conversations that move borrowers toward payment
The agent opens differently for a first reminder, a broken promise, or a long-overdue dispute.
Borrowers can interrupt, argue, or raise legal threats; the agent stays on script and de-escalates.
Every commitment is captured with an amount and a date, ready for follow-up.
Signals like job loss trigger payment-plan options or a handover to a human collector.
Benchmarks
Built to run high-volume outbound collections across portfolios, languages, and shifts
Supports large daily call lists across early and late delinquency buckets.
One agent switches between 11 languages without separate builds.
Collections runs on the same voice core as Plavno's other agents, so updates ship once.
Reaches borrowers in the evenings and at weekends, outside collector shifts.
Data Protection
Controlled, auditable handling of borrower data and regulated collection conversations
Each call session is authorized with its own short-lived ticket, so access is never shared or reused.
Every call leaves a transcript and outcome that supervisors and compliance teams can review.
Disclosures, wording limits, and escalation triggers are set per portfolio and market, not left to improvisation.
Innovative Experience
AI voice agents for outbound collections, payment reminders, and debt recovery
Automate early-stage reminders and free collectors for complex accounts.
Reach high-volume, small-ticket portfolios at a cost that makes sense.
Recover missed instalments with a consistent, on-brand voice.
Run multilingual campaigns across client portfolios from one platform.
Member-facing portals connected to established back-office membership systems.
Delivery Crew
High-performing developers for growing companies
Jonas
DevOps / SRE
Automates infrastructure with Terraform and CI/CD. Manages EKS scaling, monitoring, and 99.9%+ reliability targets
EKS
Terraform
CI/CD
Observability
SLOs
Erik
Security Engineer
Implements secure authentication and access control. Specializes in SSO/SAML, RBAC, and secrets management.
SSO
SAML
RBAC
Vault
Security
Clara
QA Lead
Leads QA strategy and automation across API/UI. Uses PyTest and Playwright for test coverage, performance, and security checks.
QA
Automation
Playwright
Cypress
Performance
Martin
Data Engineer
Owns data pipelines and analytics infrastructure using ETL and dbt. Experienced with ClickHouse, Redshift, and BI metric stores.
ETL
dbt
ClickHouse
Redshift
BigQuery
BI
Sofia
Integrations Engineer
Develops integrations with EHR, CRM, and productivity tools. Works with FHIR/HL7, Salesforce, HubSpot, and calendar APIs.
FHIR
HL7
Salesforce
HubSpot
Calendars
Webhooks
Tomas
Realtime / RTC Engineer
Implements low-latency RTC pipelines. Expert in WebRTC, SIP/IVR, and call infrastructure with Twilio and Genesys.
WebRTC
SIP
IVR
Twilio
Genesys
Alex
Backend Lead
Builds scalable backend services in Python and Node.js. Designs domain-driven APIs with FastAPI, Postgres, and Kafka eventing.
Python
FastAPI
Node.js
Postgres
Kafka
.NET
Eugen
Mobile Lead
Delivers native-quality apps with React Native for iOS and Android. Specializes in offline mode, push notifications, and deep links.
React Native
iOS
Android
Offline
Push Notifications
Emma
Frontend Engineer
Implements reusable UI components, forms, validation, and analytics. Ensures high-quality user experience with i18n support.
React UI
Library
Forms
Validation
Analytics
i18n
Viktor
Frontend Lead
Architects performant frontends with TypeScript and React/Next.js. Focused on SSR, accessibility, and real-time WebSocket/WebRTC clients.
TypeScript
React
Next.js
SSR
Pavel
Telephony Architect
Telephony
QoS
Routing
Irina
Clinical NLP Specialist
Maps medical language to SNOMED and ICD-10 taxonomies. Tunes triage protocols and red-flag symptom detection.
NLP
SNOMED
ICD-10 Clinical
Triage Taxonomy
Victor
RAG / Knowledge Engineer
Implements retrieval-augmented generation with FAISS and Pinecone. Optimizes re-ranking, grounding, and citation pipelines.
RAG
FAISS
Pinecone
Grounding
Re-rankers
Katarina
NLU & Orchestration Engineer
Designs dialog orchestration with LangGraph. Focused on intent detection, slot filling, and policy-based decision flows.
LangGraph
NLU
Dialog
Guardrails
Policies
Mikhail
ASR / Audio ML Engineer
Builds low-latency streaming ASR and audio ML pipelines. Expertise in diarization, VAD, and acoustic optimization.
ASR
Audio
ML Conformer
Diarization
VAD
Anton
Analytics Lead
Builds funnel and performance dashboards. Tracks TTA, FCR, CSAT metrics and leads A/B testing.
Solution Architect
End-to-end solution design, cloud security, and scaling expert. Experienced in distributed systems and microservices architecture.
AWS
GCP
Kubernetes
gRPC
REST
Michael
Project Manager
Manages agile sprints, risk assessment, and quality control. Coordinates cross-functional teams and multi-vendor collaboration.
Scrum
Agile
Risk
Management
Quality
Coordination
Anastasia
UX/UI Lead
Designs accessible, multilingual interfaces and user flows for patients and representatives. Expert in design systems and Figma prototyping.
UX/UI
Accessibility
Figma
Design Systems
UX Research
UX Audit
Eugene Katovich
Sales Manager
Plavno builds voice collections agents that call borrowers, handle objections, and secure promises to pay at scale.
Competitive Ability
Demonstrating how Plavno turns an overdue account into a structured promise to pay
Load the Account
Pull balance, days past due, history, and previous promises.
Call and Verify
Introduce the lender and confirm the right borrower is on the line.
Negotiate or Escalate
Apply the segment strategy, offer options, or hand over to a collector.
Log & Follow Up
Save the transcript, outcome, and promise to pay for follow-up and reporting.
Outbound call automation
Promise-to-pay capture
Callback scheduling
After-hours coverage
High-volume call lists
Multiple portfolios
Delinquency-spike readiness
Shared voice core
Segment-based strategies
Hardship detection
Barge-in handling
Tuning from call outcomes
What lenders get from an AI voice collections agent
Calls run beyond collector shifts, including evenings and weekends.
Routine reminders move to the agent; collectors focus on disputes and complex cases.
Every borrower hears the approved strategy for their segment, every time.
Commitments are logged with amount and date, so follow-up no longer depends on free-text notes.
Leadership sees outcomes by segment, portfolio, and script version.
Tools We Used
Project Estimator
The estimated time to launch the product
Clear vision of functionality you need
15% discount on your first sprint
AI-Powered Tools
Turn manual document processing, support, and reporting into automated workflows.
Give your team an AI assistant that knows your internal systems and data.
Ground your AI agents in your own data with retrieval-augmented generation.
Bring your AI agents to the phone line with real-time voice interaction
Frequently Asked Questions
Find answers to your common concerns
Yes. It offers the options the lender approves and records the agreed amount and date as a promise to pay.
The agent stays calm, does not argue, and routes the case to a human collector with the full transcript.
Yes. The conversation is full-duplex, so the agent stops, listens, and responds like a person would.
Yes. Call outcomes and promises to pay sync to your collections platform or CRM.
Eleven, including English, German, Russian, Kazakh, Arabic, Hebrew, French, Spanish, Turkish, Urdu, and Malay.
Related Projects
Plavno builds intelligent AI agents for fintech that automate payments, KYC/AML checks, and customer support across digital banking software and payment rails. Our fintech software development services combine predictive analytics, voice/chat automation, and secure orchestration to transform how financial products process, verify, and settle transactions.
Global Digital Payments by 2030
One Bank (name withheld due to NDA restrictions), serves 1.3 million customers across the country. With a network of 145 branches and 380 ATMs, the bank combines a strong physical presence with a growing digital footprint, engaging 1.5 million users through its online platforms. Managing €28.7 billion in assets, it plays a crucial role in the national economy—supporting 75,000 small and medium-sized enterprises (SMEs) and employing 4,800 professionals throughout Hungary.
Сustomer inquiries resolved without human intervention
Moldovan food retailer Verde Local, operating 83 stores with over 4,000 employees, has seen rapid growth fueled by a diverse range of 9,000+ SKUs. In 2021, the company launched a long-term digital transformation, upgrading its demand forecasting and merchandise management systems to support continued expansion. The supplier network includes over 30,000 companies and continues to expand.
Higher number of contracts signed with suppliers
About Plavno
Proven by our customers feedback
Senior engineers + proven AI components to accelerate time-to-value.
From MVPs to enterprise platforms at global scale.
From extension UX to GPU pipelines and global scale.
Testimonials
“They really understand what we need. They’re very professional.”
Sergio Artimenia
Commercial Director, RNDpoint
“We appreciated the impactful contributions of Plavno.”
Thien Duy Tran
Product Manager, T-Rize Group
“We are very satisfied with their excellent work”
Michael Bychenok
CEO, MediaCube
“They have a clear understanding of what the end user needs.”
Helen Lonskaya
Head of Growth, Codabrasoft LLC
“The app was delivered on time without any serious issues.”
Mitya Smusin
Founder, 24hour.dev
Contact Us
Discuss your project details
Plavno experts contact you within 24h
We can sign NDA for complete secrecy
Submit a comprehensive project proposal with estimates, timelines, team composition, etc
Plavno has a team of experts ready to start your project. Ask us!
Vitaly Kovalev
Get in touch
Fill in your details below or find us using these contacts. Let us know how we can help.
Use your work email for a faster response
Required because you selected “Other” above
Enter your details below to instantly receive the downloadable PDF and see how Plavno builds high-performance AI products, Voice Agents, and custom software solutions.
Fill in the formto access the case study.
