This article is part of the iA Think Differently series. Written by members of the iA Innovation Council, the series showcases thought leadership in analytics, communications, payments, and compliance technology for the accounts receivable management industry.
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Most collection agency compliance departments listen to and analyze thousands of calls each year. This makes compliance professionals uniquely positioned to identify trends and patterns and to raise the flag when they identify something interesting. Case in point, a little while back I was speaking with our compliance manager about call blocking and labeling technology. The conversation pivoted to a trend our compliance department was seeing where a collector would get stuck in a nonsensical conversation with a bot recording. The collector doesn’t realize they are interacting with a bot, which often makes the calls kind of comical. Intrigued, I had to investigate this issue.
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