With over 150 attendees registered, this episode tackles the most emotive use case of all: outbound voice AI in collections. Kevin opens with a clear-eyed walkthrough of the UK regulatory framework - Ofcom, the Personal Electronic Communications Regulations, FCA Consumer Duty, the Data Use and Access Act and explains why deterministic, vertical AI like MEGA can satisfy these requirements where horizontal generative tooling cannot.

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Fred Lawrence shares his experience as both a MEGA customer and now part of the team, explaining how pre-announcement letting the customer know they will be called by an AI agent and what to expect fundamentally changes engagement rates across his European operations. Rob Johnson of Policy in Practice then closes the loop with the £24 billion of unclaimed UK benefits and the case for income maximisation as a positive-engagement strategy: leading with support, not enforcement, so that your firm becomes the first call back, not the last.

Topics covered 

• UK and EU compliance frameworks for outbound voice AI
• Why deterministic AI is the only acceptable approach in regulated outbound
• Pre-announcement: setting customer expectations before the call
• Cultural and legal nuances across the UK, the Netherlands and Spain
• £24 billion in unclaimed UK benefits and the income-maximisation hook
• Reframing the outbound narrative from enforcement to support