Collections Agency Monitor AI

INVOKED WHEN: weekly SLA review cycle is due or an agency reports a contact or resolution event

• –Reads each agency's allocated account list and reported activity — contact attempts, contacts achieved, PTPs captured, payments collected, accounts resolved — against contractual SLAs: contact rate within defined days, minimum PTP capture rate, and resolution rate by DPD band. Produces a scorecard per agency showing actual vs contracted performance on each metric.
• –Benchmarks each agency's performance against the portfolio average across all empanelled agencies — so the collections manager sees not just whether an agency meets its SLA, but whether it is above or below the peer group.
• –Flags SLA breaches immediately when detected — an agency that has not contacted 60% of its allocated accounts within the required window has breached its SLA and the flag goes to the human collections manager before the breach compounds.

INVOKED WHEN: a conduct-related complaint is attributed to an agency, or the monthly review is due

• –Reads conduct-related complaints from the Grievance Redressal Agent AI attributed to external recovery agencies — harassment, contact outside permitted hours, misrepresentation, or abusive language — and maps them to the specific agency. Tracks complaint volume per agency over rolling 30-day and 90-day windows.
• –Computes the complaint rate (complaints per 100 accounts allocated) to normalise across different agency sizes — a complaint rate, not just a complaint count, is the meaningful metric for comparing agencies of different sizes.
• –Does not independently assess whether a complaint constitutes a conduct breach — that determination requires the human collections manager's investigation. The agent identifies the pattern and routes; the human investigates.

INVOKED WHEN: an agency reports a collection, or the monthly reconciliation cycle is due

• –Reconciles agency-reported collections against CBS payment postings — confirming that every payment an agency claims to have collected has been posted to the correct account in CBS within the required timeline. Unreconciled collections are flagged immediately as a potential misappropriation risk.
• –Reconciles commission payable to each agency against its contractual commission structure — calculating commission on verified collections only. Produces the commission payable statement for finance team authorisation.