A collections call is regulated before anyone says hello: how often this debt has been dialed, what time it is where the borrower lives, whether they asked you to stop. VoiceRun agents check those rules in code before they dial, confirm the right party before they say a word about the debt, and hand hardship to a person. Your rules, written in code you own.
Built for VPs of collections, heads of loan servicing, chief compliance officers and COOs at lenders, servicers and collection agencies.
Outbound · past-due auto loan
Tue 6:48 PM CT51%
of 2024 complaints about collector communication tactics cite frequent or repeated calls, and 34% cite contact that continued after a request to stop
CFPB, FDCPA Annual Report, Nov 202556%
of complaints about collectors threatening to contact someone or sharing information improperly say the collector talked to a third party about the debt
CFPB, FDCPA Annual Report, Nov 2025$1,573
average fully loaded cost to service a non-performing mortgage loan in 2024, against $176 for a performing one
MBA Newslink, Cost of Servicing, July 20254.7%
of the $18.8 trillion in U.S. household debt was in some stage of delinquency in Q2 2026
New York Fed, Household Debt and Credit, Q2 2026The calls
A small share of these is the most sensitive conversation your company has. The rest are routine and rule-bound. Each one runs as code against the systems your collectors already use.
Pre-due and 1 to 15 days past due calls that confirm the right party, state the amount and due date, and take a promise to pay. The ledger clears every attempt before the phone rings.
Systems the agent works in: Servicing core · Contact ledger
Books dates and amounts inside the limits your credit policy or client approves, then follows up on a broken promise on the schedule you set. Anything outside the range goes to a collector.
Systems the agent works in: Collections platform · Contact ledger
A borrower who calls back after a letter or voicemail is your best contact. The agent verifies them, then moves to the balance, a payment or a collector with the account already open.
Systems the agent works in: Collections platform · Account records
Listens for job loss, illness, disaster and bereavement, stops the collection script, and brings in a trained person. Mortgage calls can walk through the loss-mitigation options your policy requires.
Systems the agent works in: Loss-mitigation portal · Servicing core
Works the Reg X live-contact schedule: an attempt by day 36 of delinquency and again within 36 days of each missed due date, every try logged, a specialist ready when the borrower picks up.
Systems the agent works in: Mortgage servicing system · Contact ledger
Balances, payoff figures with a good-through date, due-date changes inside your policy, autopay setup and payment confirmation, read from the servicing system and never estimated.
Systems the agent works in: Servicing core · Payment system
Takes the dispute, the “not my debt” call and the cease-communication request, marks the account so the dialer holds, and routes it to the team that works it.
Systems the agent works in: Contact ledger · Collections platform
Calls auto borrowers whose proof of coverage has lapsed, captures carrier and policy number for the servicing record, and routes anyone who can’t confirm coverage to a person.
Systems the agent works in: Servicing core · Insurance tracking
Every human and AI collector call scored for required statements and prohibited conduct, with quoted evidence minutes after hang-up. Compliance sees patterns before a creditor audit does.
Systems the agent works in: Recordings · Scorecard
Why it's hard
A demo reads a script to a willing borrower. Production meets a spouse, a voicemail box, a stop request and a regulator who reads the transcript.
The reality
Reg F presumes harassment past seven calls on a debt in seven days, or any call within seven days of a conversation about it. Massachusetts holds first-party creditors to two a week, and your dialer, agencies and AI each count only their own.
How VoiceRun handles it
Limits are configuration by state and account regime. One ledger by borrower and debt takes writes from every channel, and the agent’s pre-dial gate reads it and refuses the call when your rules say no, recording why.
Contact ledger
Reg F presumes harassment past seven calls on a debt in seven days, or any call within seven days of a conversation about it. Massachusetts holds first-party creditors to two a week, and your dialer, agencies and AI each count only their own.
Limits are configuration by state and account regime. One ledger by borrower and debt takes writes from every channel, and the agent’s pre-dial gate reads it and refuses the call when your rules say no, recording why.
Contact ledger
Tested before launch
Each rule your compliance team writes becomes a scripted borrower. Before a release reaches a real account, simulated callers place real voice calls to the agent: the spouse who asks too much, the borrower who says stop, the one who mentions a lawyer. Evaluators grade every run.
Simulated callers place real voice calls to the agent, evaluators grade every conversation against what should have happened, and a release that regresses never reaches your callers.
$ vr simulate staging --name collections-edge-cases --wait
7/7 simulated calls passed · evaluator: judge
The platform
Begin with early-stage reminders or with scoring the calls your collectors already make. Both land on the same scorecard and the same call record.
Your systems
The agent reads and writes the same records your collectors do, so there is no second set of notes to reconcile and no attempt your ledger can’t see.
Collections & servicing
Reads balances, due dates, days past due, account regime and status; writes promises to pay, notes and dispositions to the record your collectors work.
Common FICO Debt Manager, Latitude by Genesys, ICE Mortgage Technology, Sagent
Dialer & contact ledger
Checks attempts per debt before every dial and writes the outcome after, alongside the calls your human dialer and agencies place.
Common Noble Systems, Alvaria, Five9
Consent & suppression
Looks up consent state, do-not-call and reassigned-number results, and bankruptcy, deceased and military flags before a dial is allowed.
Common PossibleNOW, Reassigned Numbers Database
Payments
Hands the borrower to your existing payment system for card and ACH, and reads back the confirmation.
Common Paymentus, PayNearMe, ACI Speedpay
Telephony
Keeps your numbers and carrier, and transfers hardship and escalations to your collectors with context.
Common Twilio, Telnyx, Bring your own carrier
Named products are examples of what’s common in each category; none of them is a prebuilt connector. VoiceRun agents call any API or database your team exposes, and every connection is code your team can read. Your carrier, numbers and contact center stay where they are.
Control
Your counsel decides what the rules are. VoiceRun agents are built so those rules live in code you own, with a record of every call.
Until identity checks pass, the agent speaks only what you approved for a stranger. The debt, the amount and the purpose of the call come after verification, enforced in code.
The mini-Miranda, recording and AI disclosures, and any state-required language are read word for word from versioned text, selected by the account’s regime. The model never writes them.
Frequency caps per debt, time windows by the borrower’s address, consent and stop requests are checked before every dial. When the answer is no, the reason is recorded.
Distress, bereavement, medical events, bankruptcy and attorney representation stop the collection script and route to someone you name, with the context already captured.
When a borrower is ready to pay, the agent hands off to your existing payment system, so card numbers stay out of the conversation and the transcript.
The transcript, every system action, the statements delivered and the evaluation sit under one call ID, with the recording too when you turn it on. It is what an examiner or a creditor client asks to see.
Your code remains your code, your data remains your data, and the models we train for you serve only you.
Deployment options: our SOC 2 managed cloud, your VPC, your cloud, or on-premises with VoiceRun Edge, available under enterprise agreement.
FAQ
No. Compliance is a program your legal and compliance teams own, and the rules vary by account, state and regime. VoiceRun gives you agents where the rules your counsel writes are code your team can read and test, simulations that run the edge cases before release, and a scored record of every call.
The agent checks a contact ledger before every dial and writes to it after. When your dialer and agencies write their attempts to the same ledger, a 7-in-7 count, a Massachusetts cap or a stop request holds across all of them. Our Forward Deployed Engineers work out with your team how each channel writes to it, because a count that covers only the AI’s calls leaves the real total unknown.
The FCC ruled in 2024 that an AI-generated voice is an artificial voice, so calls to cell phones need prior express consent whether or not an autodialer is used. The agent checks consent state per number before dialing and logs revocations heard on a call. What counts as valid consent for your portfolio is a question for your counsel.
The agent stops the collection script and transfers to the person or team you name, and it can pass the account, the balance and what the borrower said with the transfer. The trigger list is yours: hardship, bankruptcy, attorney, deceased, military status, any request for a person. Each trigger is a simulated scenario before release.
The transcript, every system action the agent took, the statements it delivered and the evaluation sit under one call ID, and the recording too if you have turned recording on. Recording, redaction and tracing are per-environment settings, off until you enable them. VoiceScore redacts personal data from transcripts before storage and before any model call.
Start where the risk is lowest: early-stage reminders or inbound payoff questions, behind your pre-dial gate, with VoiceScore grading every call. Simulations come first, then a small share of live traffic through a weighted release, and scope grows as scored calls justify it. Hardship and late-stage accounts stay with your people for as long as you decide.
A consultation is a working session on your account regimes, your contact rules and your hardest call types, with the shortest path to an agent your compliance team can read line by line.
