Build AI agents for collections
Zelas AI is Debt Manager’s agentic framework, making it possible to build, test, and deploy agentic AI within the collections environment.
No more point solutions
When digital communications took off, teams stitched together tool after tool, then spent years untangling the silos that followed.
C&R Software’s agentic framework ensures AI doesn't repeat this mistake. It delivers tools that work together instead of apart.
Built for enterprise scale
Challenge
Disconnected tools, disconnected outcomes
Collections teams relying on siloed point solutions struggle with fragmented data, inconsistent guidance, and governance that has to be rebuilt with every new tool. This leaves teams managing a growing list of vendors instead of a coherent AI capability.
Solution
A governed, unified environment for AI
C&R’s agentic framework connects pre-built AI agents and Debt Manager functions into a single governed infrastructure. Rather than assembling separate tools around separate problems, it lets collections teams build, test, and deploy AI agents inside one environment.
Outcome
Faster deployment, compounding value
Every new AI use case inherits the governance, audit trails, and data controls already in place, so teams deploy new capabilities faster without rebuilding oversight from scratch. The result is a collections operation that gets more capable, consistent, and compliant with every agent added.
Challenge
Disconnected tools, disconnected outcomes
Collections teams relying on siloed point solutions struggle with fragmented data, inconsistent guidance, and governance that has to be rebuilt with every new tool. This leaves teams managing a growing list of vendors instead of a coherent AI capability.
Solution
A governed, unified environment for AI
C&R’s agentic framework connects pre-built AI agents and Debt Manager functions into a single governed infrastructure. Rather than assembling separate tools around separate problems, it lets collections teams build, test, and deploy AI agents inside one environment.
Outcome
Faster deployment, compounding value
Every new AI use case inherits the governance, audit trails, and data controls already in place, so teams deploy new capabilities faster without rebuilding oversight from scratch. The result is a collections operation that gets more capable, consistent, and compliant with every agent added.
The gap between AI investment and impact
Nearly half of AI initiatives get abandoned between pilot and scale. Not because the technology doesn't work, but because the infrastructure around it isn't built to support it.
Learn why point solutions create fragmentation, governance gaps, and vendor sprawl, and what it actually takes to build a futureproof agentic framework.
Meet our AI agents for collections
Use cases
Case
A collector is mid-call and unsure of the correct next step to stay compliant with company policy and procedure.
Response
Collector Assist draws on approved policy and procedure documentation to answer "what's next?" in plain language, standardizing guidance across every collector on the team.
Impact
Collectors get consistent, policy-grounded direction in the moment, rather than pausing to search documentation or escalate to a supervisor.
Benefits
- Standardized compliance: Every collector, regardless of tenure, gets the same accurate guidance.
- Faster resolution: No need to pause calls to hunt for the right policy or process document.
- Lower training burden: New collectors ramp up faster with built-in, real time policy support.
Case
A collector opens an account and needs a fast, complete picture of arrears, payment history, and prior contacts before engaging the customer.
Response
The Account Summarizer queries arrears status, payment history, and contact records directly from Debt Manager, then delivers a concise, strategist level summary of the account.
Impact
Collectors walk into every call with the same depth of insight as a seasoned strategist, without manually piecing together data from multiple screens.
Benefits
- Faster onboarding: New collectors get up to speed quickly with instant, synthesized account insights.
- Reduced handling time: No need to search across systems, everything is summarized in one place.
- More informed conversations: Collectors negotiate and advise with the confidence of a strategist from the first word of the call.
Case
A collector needs to run a live collections call covering verification, disclosures, and negotiation.
Response
Vince handles greetings, identity verification, the Mini-Miranda disclosure, negotiation, and payment locks in real time, adapting its guidance dynamically based on how the conversation unfolds.
Impact
Every call stays compliant and on-policy, while still feeling natural and responsive to the customer's specific situation.
Benefits
- Reduced workload: Vince handles routine queries, freeing collectors to focus on cases where human judgment is most valuable.
- Adaptive conversations: Guidance shifts in real time based on the customer's responses, instead of forcing a rigid script.
- Fewer escalations: Negotiation and payment lock steps are handled in the flow of the call, reducing handoffs and delays.
Discover key benefits
Instant intelligence at your service
Faster time to production
The framework already runs inside your existing Debt Manager environment, so new AI use cases skip the months-long integration and security review cycles required by standalone tools.
Faster time to production
The framework already runs inside your existing Debt Manager environment, so new AI use cases skip the months-long integration and security review cycles required by standalone tools.
Built around your risk tolerance
Rather than forcing a one size fits all deployment, the framework lets you configure AI around your specific needs and risk appetite. You decide where AI adds the most value, and adjust as those priorities evolve.
Compounding investment
Every new use case you build inherits the same data, infrastructure, and governance already in place, so the framework gets more valuable the more you use it. Point solutions start from zero each time. This doesn't.
Flexible and futureproof
The framework is designed to adapt alongside new AI breakthroughs, so upgrading capabilities becomes a matter of configuration rather than a full rebuild. Your investment keeps pace with AI rather than becoming outdated by it.
What an agentic approach looks like in practice
AI hype is easy. Proving real, measurable value with agentic AI isn’t.
This whitepaper cuts through the noise to show how an agentic framework combines specialized AI agents, contextual knowledge, and governed decisioning to move collections into scalable, real world results.
Proven results
“AI instantly finds the information the team needs, letting them resolve cases in minutes, not hours.”
“The team doesn't have to dig through piles of documents anymore. Everything is at their fingertips”
“The speed and accuracy changed the way I work as a debt collection agent.”
“I trust it to surface the most relevant details, so I can focus on helping customers faster.”
“Cuts my research time to almost zero, which makes every call more productive.”
“I handle more cases each day and deliver better results for my team.”
“AI document scanning is thorough, I don’t worry about missing important information.”
“Since Zelas AI, my job feels less stressful. I'm able to help more people resolve their debts.”
“Zelas AI is like having a super power quick, reliable, and always on point.”
Find the perfect solution for your needs
FitLogic
Better decisioning everywhere
Transform complex data into smarter decisions across the credit lifecycle with a powerful, business-friendly decision engine.
Debt Manager
All-in-one collections solution
Streamline your collections process with an industry-leading solution that automates workflows and maximizes productivity and improves collections.
Cara AI
For Debt Manager
24/7 self-service collections
Empower customers to manage accounts anytime using our AI chatbot.
FitLogic
Better decisioning everywhere
Transform complex data into smarter decisions across the credit lifecycle with a powerful, business-friendly decision engine.
Debt Manager
All-in-one collections solution
Streamline your collections process with an industry-leading solution that automates workflows and maximizes productivity and improves collections.
Cara AI
For Debt Manager
24/7 self-service collections
Empower customers to manage accounts anytime using our AI chatbot.
Explore the latest in agentic intelligence
The complete guide to collections management with agentic AI
Agentic AI explained. What it is, how it works, and the types of AI agents to use.
How agentic AI works inside the call center
A look at how teams are using AI agents in the real world to streamline day to day collections work.
The framework behind AI native debt recovery
Inside the operational structure used to create, coordinate, test, and deploy AI agents across collections processes.
What are the potential risks of agentic AI?
Potential compliance and security risks and how to avoid them.
Intelligence woven into the decision layer
What is the C&R Agentic Framework?
The C&R Agentic Framework is the engine that turns Debt Manager into truly AI native collections software. It’s a governed environment, inside C&R Software’s own cloud infrastructure, where banks can create, test, and deploy AI agents across the collections lifecycle without adding more standalone tools.
The framework runs on Amazon Bedrock, providing multi‑model, multimodal AI. It combines machine learning, large language models such as Claude 3.5 Sonnet, and generative capabilities, all coordinated through an orchestration layer that handles data retrieval, reasoning, and decision support.
Build smarter, faster
Within this framework, institutions can build a spectrum of AI agents, from augmented to more autonomous, all inheriting the same governance and audit controls.
- Augmented agents
AI that works alongside your team in real time, keeping humans in the loop at every touchpoint. - Quality assurance and compliance
Real time review at scale to keep teams faster, more accurate, and more consistent. - Intelligent automation
Adjusts decisions dynamically, based on live signals, for a more personalized experience - Analytics and strategy
Identify trends across the portfolio and respond in real time - Autonomous agents
Complete an entire tasks autonomously from end to end, within preapproved guardrails
Because these agents are built inside one framework, every new use case reuses the same data, privacy, and oversight architecture instead of forcing you to rebuild governance each time.
- 62countries with active clients
- $8 trillion+managed worldwide
- 20industries supported, more than any other provider