Across the banking sector, we’re seeing a wave of AI investment decisions to support collections strategies. While these moves are expected to pay dividends in terms of efficiency and operational scale, what’s becoming increasingly clear is that there are also hearts and minds to win — or lose.
The way organisations deploy AI will shape not just their cost base, but their reputation, trust, and connection with customers. In sensitive areas like debt recovery, that balance is critical. Institutions that pair innovation with empathy will lead the way — those that don’t, risk leaving their most vulnerable customers behind
Data Science & AI Leader, Provenir
