Your Customers Are Using AI: Is Your Collections Team Ready?

AI is no longer just changing how organisations operate, it's changing how customers think. Whether seeking financial guidance, understanding their rights, or preparing a complaint, customers are increasingly turning to AI before contacting businesses.

The recent FCA Mills Review highlighted the scale of this shift, finding that more than a quarter of UK adults trust general-purpose AI tools to help guide their financial decisions.

For collections and complaints teams, this presents a new challenge. Customers are arriving armed with AI-generated submissions that are often detailed and persuasive, but not always accurate. As a result, teams are spending more time navigating complex cases, correcting misinformation, and managing increasingly sophisticated customer interactions.

What you'll learn

• Where AI-generated contact is showing up, and which customers are driving it
• Why these complaints take longer, and how the skill set is changing
• How AI misinformation leaves customers worse off, including in court
• What has worked before, and why customers don't believe lenders
• What to act on now, and where to wait for the regulator