MEGA.AI | February 2026 Newsletter
Welcome to the MEGA.AI Monthly Newsletter for February 2026
We are very pleased to present the February 2026 MEGA.AI Newsletter launching Oscar the AI voice bot. Click on the play link and listen to our new anthem, with a little help from AI. Innovation is at the core of what we do, along with the right safeguards in all the markets we serve, as explained by Oscar to a catchy tune.
We are delighted to announce to our partners and prospective clients that are on the TDX panel that we are now approved as a sub-processor for debt resolutions firms, including in the public sector.
We have also moved to new offices in central Copenhagen at Sankt Gertruds Stræde 5, 2. sal. as we expand our European footprint. Fred continues to expand our presence across mainland Europe, notably with multi-national firms in the BPO and debt resolution space.
Peter Hauge-Jenson and Martin Nielsen – founders of MEGA.AI
CSA Webinar – Implement AI for Success
Our thanks to Mark Buckley and the Credit Services Association (CSA) for their support on the recorded webinar from 29 January 2026 entitled ‘Implement AI for Success’. The recording link is below. Martin discussed his thoughts on successful strategies for deploying AI within FCA-regulated debt resolution firms.
Kevin Still supported the section on regulatory compliance. We are looking to run further virtual and ‘in person’ event on AI governance and embedding the right safeguards to balance innovative intent with the necessary systems & controls.
Chris and Kevin are working on a Milton Keynes event with the British Standards Institute (BSI) supported by MEGA.AI on the topic of ISO 42001:2023 AI Management Systems.
Compliance Checklist for AI Debt Recovery Calls
- DPIA: A Data Protection Impact Assessment (DPIA) must be conducted for any AI system that profiles people or makes automated decisions.
- Record Keeping: Keep detailed records of how AI systems make decisions and how they interact with individuals.
- Transparency: Clearly inform the customer when AI is being used in the conversation.
- Right to Human Review: Ensure a clear process exists for a person to challenge an AI-driven decision.
- Fairness: Monitor AI to avoid discriminatory outcomes, particularly when identifying vulnerable customers.
These will closely align with the regulatory framework that the client or their client (e.g. BPO providers) are subject to (e.g. FCA, Ofgem, Ofwat regulations).
TDX approval
Given our focus on the ‘debt sector’, getting approved by TDX Group was a major step forward for our relationship with a number of the debt resolution firms on the TDX panel. We hope that this will be a major enabler to add new capabilities for other firms on the panel.
This may also be relevant for those committed to the Crown Commercial Service (CCS) Debt Resolution Services 2 framework.
Product innovation - AI in Financial Services
We welcome the Financial Conduct Authority (FCA) commissioning the ‘Mills Review’ with regard to AI in Financial Services, where Sheldon Mills has posed the question - have we reached an inflection point in how AI technology interacts with financial services?
Kevin Still explores this in his Blog. He has also been involved in a new working group with Money Wellness with funding from the Money and Pension Service (MaPS) around building an LLM for debt advisers as we see more use cases for AI in Debt Advice. This is certainly an area where MEGA.AI believes that it has a role to play. A sector specific LLM is being looked at within the public sector debt management community. There will inevitably be a demand for API integrations into contact centre environments, where AI may be used as an agent-assist tool or for AI voice bots to handle calls using these knowledge hubs.
European Union (EU): EU AI Act, ePrivacy and GDPR
The EU AI Act came into force on 1 August 2024, with full implementation by 2 August 2026.
It follows a phased timeline: prohibited AI practices and AI literacy obligations applied from 2 February 2025, and rules for General Purpose AI (GPAI) models applied from 2 August 2025.
Key phased compliance dates:
- 2 February 2025: Prohibitions on unacceptable AI risks and AI literacy requirements.
- 2 August 2025: Governance rules and obligations for General Purpose AI (GPAI).
- 2 August 2026: Most remaining provisions apply, including high-risk AI system requirements.
- 2 August 2027: Obligations for high-risk AI systems embedded in regulated products.
The Act applies to providers and deployers of AI systems in the EU, regardless of whether they are based within the Union or a third country.
In the EU, there are 3 important frameworks:
- The ePrivacy Directive (Directive 2002/58/EC) regulates direct marketing over electronic communications – including calls made by automated systems and calls for direct marketing purposes. The consolidated text is available via the EU’s ePrivacy Directive documentation.
- The General Data Protection Regulation (GDPR) regulates any processing of personal data, including recordings and transcripts of calls. Article 6 of GDPR lays out lawful bases such as consent and legitimate interests.
Get involved in the MEGA.AI podcasts
Alastair: on Leadership, AI, and Customer Outcomes 40 Years in Collections
Future events
Join Us: AI in Practice - Mar 12, 2026
Mega is co-hosting AI: Real Life with DebtStream, TCN and Debtrak in Stratford-upon-Avon.
This executive session brings together senior leaders to discuss practical AI applications in financial services and customer operations — with a focus on data quality, operational maturity and responsible automation.
Places are limited. Request an invitation: https://luma.com/p7u8sp9x
Affordability Summit UK - Apr 14, 2026
We are delighted to be a Gold sponsor at the Affordability Summit in Manchester on 14 April 2026, supporting a number of our partners, including IE Hub and Policy in Practice.
Two members of our advisory board, Chris Warburton and Kevin Still, are hosting the event.
This is a cross-sector event with delegates including leading financial services firms and utilities.
We look forward to seeing many of you from the events of 2025.
Dispelling myths
There are two very different worlds of Voice AI
Most people talk about them as if they are the same, but they are not.
One world is built for conversation at scale:
- Sales, Service, Booking, General support
- Flexibility is a feature
- Small misunderstandings are acceptable
- Dropped calls are inconvenient, but survivable
- A wrong answer can often be corrected later
Our world is built for regulated outcomes, where debt resolution does not tolerate:
- ”Almost correct” identification
- ”Close enough” answers
- Creative interpretations of regulation
- Conversations that drift
- Calls that die halfway through compliance steps
In collections, one mistake is not a UX issue, it is a regulatory event.
BEWARE OF THE DARK SIDE.
Our congratulations to the CCS Debt Resolution Service providers
Crown Commercial Service (CCS) has put in place a 'Pan Government Collaborative Agreement' (RM6366) for the provision of Debt Resolution Services, including but not limited to: debt collection, enforcement, data services, and spend analytics. These were announced on 19 February 2026. The services are to be utilised by any central government or wider public sector organisation looking for effective debt recovery.
This had input from the Government Debt Management Function and the Money and Pensions Service.
Many on the TDX panel are in Lot 1, which includes; 1st Locate, ACT Credit Management, Advantis Credit, ARC (Europe), Ardent Credit Services, Bill Gosling Outsourcing, Capital Resolve, COEO UK, Moorcroft Debt Recovery and Firstsource. Many attended the MEGAi.AI sponsored Debt Buyer, Debt Manager and BPO events in June and December 2025.
Additionally, the hubs include; QUALCO UK, Sopra Steria and TDX Group. This lot has an estimated value of £10m.
