The pandemic didn’t start the conversation on artificial intelligence (AI) and virtual agents in collections, but it accelerated it. In 2019, offering a virtual agent as a part of your recoveries platform was a novelty. You could talk to service providers about this kind of tech at conferences and hear all about how it could transform your collections, but it wasn't considered necessary. It was a bonus. It was the future.
Since the pandemic began, this dynamic has completely changed. Many service providers now lean heavily on AI, especially so with regards to virtual agents. Why? For three big reasons:
1. AI and virtual agents help companies scale much more efficiently
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