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AI voice agent for UK lenders' inbound collections calls: Verified first. Resolved on your rules.

MEGA.AI's AI voice agent handles inbound collections calls for UK lenders and collection agencies. It verifies each caller on your ID&V rules before any account detail is shared, listens for signs of vulnerability from the customer's first words, and either resolves the call on wording you approved or transfers it to your team with the verification status, a summary and the transcript. BPO Collections and CCS Collect, two UK collections firms, use it in production today to verify inbound callers before they reach an agent.

Inbound callExcerpt
00:00Call AnsweredFrom: Inbound
00:01Id Account: Confirmed
00:03Permission recording
00:03Id Name: AskedFrom: Id Name
00:16Name ConfirmedFrom: Id Name: Asked
00:16Id Address: AskedFrom: Id Address
00:28Id Address: DetailsFrom: Id Address: Asked
00:57Id Address: Zip ConfirmedFrom: Address Confirmed
00:57Id Confirmed
00:57Global TransferredFrom: Id Confirmed
01:03Transferred
01:03Call Disconnected
Selected entries from the Call Phase Log of an inbound ID&V call that ended in a transfer to an agent; some "From" lines are left out. Times from answer. Phase names differ by journey.
On the call

What the agent does on an inbound collections call.

Six steps, all on the journey and wording your firm approves. The agent does not write its own replies.

01

Answer

The agent answers with your approved greeting and gives the recording notice. We recommend that the agent says it is an AI agent; the final decision is yours. A customer who says no to recording is transferred to a person straight away, and a customer can ask for a person at any point.
02

Identify

Caller ID or an account reference matches the caller to an account. At BPO Collections, more than 60,000 customers were matched to their account this way in the first weeks of live operation.
03

Verify

Your ID&V questions, in your order, checked against the account data you share with us, under your pass and fail rules. The approved journey discloses nothing about the debt until the caller passes.
04

Protect

Vulnerability indicators are checked on every customer turn from the first, before verification completes. If a customer mentions Breathing Space or a debt adviser, the agent records a flag and transfers the call to your team. No automated check catches every sign of vulnerability, so review the flags and a sample of calls as part of your own monitoring.
05

Resolve

On wording you approved, with account data only in approved fields, the agent can trigger your payment platform to send a secure payment link by SMS, transfer the customer to your payment line, record a promise to pay, or capture and route a dispute.
06

Hand over

When a call needs a person, the agent transfers it to your team. With an agent-desktop integration, as at BPO Collections, the verification status, a summary and the transcript arrive with the call. If the team is closed or a transfer fails, the agent can send an SMS with the team's direct number and opening hours.
Live today, and what comes next

What is in production and what is not yet.

Ask every vendor to separate what runs in production today from what is on the roadmap. Here is ours. The middle column is built and supported but not shown here as live for a named client.

In production

  • Inbound ID&V and verified transfer, at BPO Collections and CCS Collect
  • Secure payment links by SMS and transfer to a payment IVR or team, live for a client
  • Every call recorded, with a Call Phase Log of every step the agent takes

Supported for your journey

  • Vulnerability, Breathing Space and debt adviser flags, with transfer to your team
  • Answering when your team is closed, with an SMS of your opening hours
  • Promise to pay and dispute capture on approved wording
  • Account data, such as the balance, read out only in approved fields

In development

  • Card payments in the call by phone keypad, not released until our PCI DSS assessment is complete
  • Income and expenditure with IE Hub as ELLIE, planned for Q4 2026, pilots under way
  • Payment plans that follow your affordability rules. MEGA.AI does not make affordability decisions
In production

Live on UK collections floors.

BPO Collections, an FCA-authorised debt collection agency in Ardrossan, Scotland, routes its inbound calls through MEGA.AI to verify callers before they reach an agent. Figures are from the first weeks of live operation in spring 2026.

3 weeksFrom the start of integration to go-live.
90,000+Inbound calls in the first six weeks.
42,000+Calls transferred to agents with the verification status, a summary and the transcript.
83%Identification rate seven weeks after launch, up from 11% in launch week.

CCS Collect also uses MEGA.AI on inbound calls, for security checks before a caller is handed to one of its agents. Read the BPO Collections case study.

UK rules

Designed for firms under UK credit rules.

Your firm designs and approves the journey. The agent follows that journey and logs each step, so you have a record to show.

MEGA.AI is not FCA-authorised. Your firm keeps responsibility for CONC, the Consumer Duty and how it treats customers in vulnerable circumstances. MEGA.AI Limited is a supplier member of the Credit Services Association. See what each call record holds on our audit trail page.

Approved wordingLanguage models classify what the customer says. Your approved journey decides the next step, and every line the agent speaks is wording you approved.
VulnerabilityIndicators checked on every customer turn from the first, and routed on the path you set, such as a transfer to your specialist team.
Breathing SpaceA mention of Breathing Space (the Debt Respite Scheme in England and Wales) or a debt adviser is flagged on the call and transferred to your team.
RecordingEvery call is recorded and logged step by step. Recordings stay on the platform for 30 days, so download any recording your retention policy requires you to keep for longer. Transcripts and phase logs are kept while the contract runs and deleted 90 days after it ends.
Data storageUK client data stored on Microsoft Azure UK South.
CertifiedISO/IEC 27001, 27701 and 42001 certified. SOC 2 Type II audited for the Security criteria. Cyber Essentials Plus. PCI DSS assessment in progress.
FAQ

Questions UK lenders ask.

Which AI voice agents can handle inbound collections calls for UK lenders?

Several vendors say their AI voice agents handle inbound or collections calls, including AINORA, Gradient Labs, MEGA.AI, PolyAI and Tovie AI; our guide to AI voice agents for inbound collections calls quotes what each says. MEGA.AI runs inbound identity verification in production for UK collections firms BPO Collections and CCS Collect before callers are transferred to their agents. At BPO Collections, verified callers reach an agent with the verification status, a summary and the transcript. Before you choose, ask every vendor, including us, for live UK references in collections.

Can MEGA.AI take a payment on an inbound collections call?

Customers can pay during the call through your own payment channels: the agent can trigger your payment platform to send a secure payment link by SMS, or transfer the call to your payment IVR or team. Card payments in the call by phone keypad are in development and will not be released until our PCI DSS assessment is complete. MEGA.AI does not hold customer payments or client monies.

What happens if a customer mentions Breathing Space or a debt adviser?

The agent records a flag on the call and transfers the customer to your team, which checks the account and applies your Breathing Space and debt advice process. The agent acts on what the customer says on the call, so keep your own checks against the Breathing Space notices you receive from the Insolvency Service. Breathing Space is the Debt Respite Scheme in England and Wales.

How does the agent handle customers in vulnerable circumstances?

Vulnerability indicators are checked on every customer turn from the first, before identity verification completes, so the agent can respond and route without revealing account details. It follows the path you approved, such as a transfer to your specialist team, and records the flag on the call. If the team is closed or a transfer fails, it can send an SMS with the team's direct number and opening hours. No automated check catches every sign of vulnerability, so review the flags and a sample of calls as part of your own monitoring.

Which UK firms use MEGA.AI on inbound collections calls?

BPO Collections, an FCA-authorised debt collection agency, uses MEGA.AI to verify inbound callers before transfer: more than 90,000 calls in the first six weeks and an 83% identification rate seven weeks after launch. CCS Collect uses MEGA.AI for inbound security checks before a caller reaches its agents.

Does it work with our telephony and systems?

Integration depends on your set-up. At BPO Collections, MEGA.AI connects to the TCN dialler over SIP with Vonage UK telephony, receives account data by SFTP and passes call context to the agent desktop by API. Outcomes come back in reports from day one; writing them into your core systems needs an integration with those systems.

Is MEGA.AI FCA-authorised?

No. MEGA.AI processes call data for the regulated firm, which keeps responsibility for its obligations under CONC and the Consumer Duty. The agent follows the journey and wording your firm approves, and logs each step so you have a record of every call.

Last updated

This page describes our standard service. Your agreement and data processing agreement set the terms that apply to you.

Works with

One journey, end to end.

VerifyVulnerabilityPaymentsService & DisputesLending & CollectionsAudit trail
Proof first
Start with ID&V.
Then add the next step.

ID&V is a common first step: structured, high-volume and easy to measure. We recommend starting with inbound identity verification and a verified transfer, then adding payments, promises to pay and service once each step is proven on your own calls.