The engagement OS forfirst-party collections
DROS sits above your existing tools and orchestrates AI agents, human agents, and every channel - within your brand, compliance, and CX rules.
Early-stage is where you save the relationship - and the debt.
Volume, complexity, and scrutiny have all spiked for in-house collections teams. More segments, more channels, more regulatory pressure - with tools that weren't built for this.
More accounts rolling into early delinquency with no proportional increase in budget or team size. Manual prioritisation means good accounts go untouched for days.
Collections must sound like your company, not a third-party. A tone-deaf call or off-script AI exchange impacts NPS, churn, and regulatory standing simultaneously.
Context scattered across CRM, billing, dialers, and ticketing. Agents repeat themselves, miss signals, and can't see the full story before the call connects.
AI agents as a capacity multiplier, not a replacement
You define the rules. DROS executes them - routing each contact to the right agent, on the right channel, with the right script. AI handles volume. Humans handle judgment.
- Early reminders via SMS, email, and voice - in your tone
- Balance confirmations and standard payment plans within policy
- Portal links, contact detail updates, direct debit confirmations
- 24/7 inbound - balance, payment options, due date changes
- Pre-charge-off explainers and last-chance outreach
- Hardship - financial vulnerability, arrangements beyond policy
- Disputes, complaints, regulatory or bureau mentions
- Complex multi-account or high-balance negotiations
- VIP and high-exposure accounts flagged for human-first
- Keep-in-house vs outsource vs sell decisions
You set the routing rules. DROS enforces them - for every account, on every attempt.
Strategy lives in DROS. Your tools stay the same.
DROS sits above your CRM and dialers as a single engagement and orchestration layer. Brand rules, Reg F compliance, and omnichannel routing all live in one place - not scattered across tools.
- →Brand tone, scripts, and compliance enforced before any attempt is made
- →Every touch in one unified account timeline - AI, human, and every channel
- →Swap dialers or add channels; your logic stays in DROS, no rebuild needed
Payment reminder sent via approved brand template. Portal link included. No response in 48h - AI voice follow-up scheduled.
RPC confirmed. 7-day extension requested - within policy threshold. DROS applied extension and logged promise-to-pay.
PTP missed. Customer mentioned redundancy - hardship keyword detected. AI ceased collection script and transferred to human queue.
Picked up with full context. Agreed 6-week reduced-payment arrangement under hardship policy.
One timeline. Every AI agent and human agent walks in ready
Every AI voice call, human call, SMS, dispute, and payment lands in one account view. No rebriefing. No repeated questions. Context travels with the account.
- →AI escalates to human with full context attached - no rebriefing
- →Promises-to-pay tracked automatically; missed PTPs trigger next step
- →Hardship keywords detected mid-call and acted on immediately
- →Every entry stamped with agent type, channel, script version, and outcome
Built for every role on your in-house collections team
Select a role to see what changes for you.
AI agents and human agents - every stage of the collections lifecycle
From early delinquency through pre-charge-off, DROS manages every stage of the first-party collections lifecycle - with different AI/human splits, scripts, and escalation rules per stage.
Reg F, brand rules, and consent - enforced before any contact is made
Whether it's Reg F call caps, brand tone, or consent management - DROS applies every rule before an AI voice agent or human is authorized to make contact.
Reg F 7-in-7-style limits, quiet hour windows, and channel preferences enforced before any attempt. Accounts pause or restrict automatically.
State-, product-, and brand-specific scripts at the OS layer. AI agents use your approved intros, disclaimers, and language guidelines. Human agents see the same library.
DROS checks and logs consent before triggering any outreach - SMS, email, or voice. Revocations honored in real time across every channel.
AI calls, human calls, SMS, and emails all logged with full context. QA reviews, regulator responses, and audits served from one pane.
Your existing stack stays. DROS sits above it.
What in-house collections teams see after running DROS
Recovery, coverage, brand, and handoff quality - all moving in the right direction across the first-party collections lifecycle.
AI-supported first-party outreach catches issues before charge-off - when the relationship and the money are still salvageable.
AI handles tier-1 volume so human agents focus on high-leverage conversations: hardship, high balances, complex cases.
Consistent scripts, gentler channels, and full account context on every call reduce friction and reputational risk.
At placement or sale, accounts carry a rich timeline and updated contact data. Downstream agencies and buyers perform better.
From your current workflows to a live first-party platform - three steps
Bring your portfolios, systems, policies, and scripts. Together we map your early, mid, and pre-placement workflows - and identify coverage gaps and brand risk.
Decide which interactions go to AI, what the escalation rules are, and how tone and compliance are enforced. DROS models your exact rule set - not a generic template.
Start with a defined portfolio or segment. Monitor recovery, CX, and QA outcomes. Then expand to more segments and channels at your pace.
See DROS on your first-party collections flows
Bring your portfolios and existing tools. We'll show you exactly how it fits.