AI Now Used as Debt Collectors, More Polite but Causing Concern

Artificial Intelligence (AI) technology is now being used for tasks traditionally performed by humans, including debt collection. A recent Wired report reveals that several US debt collection companies have begun using AI voice chatbots to call customers with outstanding payments. These AI bots can hold conversations mimicking humans, pursue payments, and automatically offer repayment options. One example cited is an AI bot named ‘Eve’, which contacted a man named Ben (a pseudonym) regarding a $26£215) overdue rent payment. Ben claimed he had settled the bill months earlier, but Eve still offered payment via card or bank transfer. When Ben tried to test the bot with odd responses, it continued the conversation before eventually routing the call to a human agent. Developers have configured the AI’s accent, intonation, and dialogue style based on the recipient’s profile to ensure appropriate communication. For instance, Spanish accents vary for users in Mexico versus Colombia. Notably, the AI can detect distressing situations such as bankruptcy, illness, or bereavement, automatically escalating to a human operator when needed. Some companies also create ‘psychographic profiles’ of users based on past interactions to personalise the collection approach. AI bots are also praised for their ability to work around the clock without fatigue or emotional distress, operating 24/7.