Global digital business services provider TP (formerly Teleperformance) says its artificial intelligence-powered debt recovery platform is delivering human-level customer satisfaction.
It is also improving collections performance as financial institutions across Asia face mounting pressure to modernize credit risk management.
The company said its AI-driven collections solution, TP.ai FAB Collect, achieved customer satisfaction scores comparable to human agents during live deployments. It has likewise delivered a 40% debt recovery rate in client implementations.
The announcement comes as lenders across the region face growing pressure to strengthen collections strategies amid elevated non-performing loan risks.
The International Monetary Fund (IMF) has warned that parts of Asia continue to face heightened credit vulnerabilities, prompting banks and financial institutions to explore technology-driven approaches that can improve recovery rates without undermining customer trust.
Debt collection has long remained one of banking’s most difficult operational balancing acts, requiring lenders to recover outstanding payments while preserving long-term customer relationships.
TP believes AI-assisted, human-supported collection models could help address that challenge.
AI matches human satisfaction in collections deployments
IMAGE CREDIT: Freepik
In a press release, the company said TP.ai FAB Collect was developed using decades of collections expertise, enabling AI agents to handle high-volume initial outreach while allowing human advisors to focus on more complex and sensitive borrower interactions. (In March this year, by the Business Intelligence Group in the Automation category, alongside TP.ai FAB Connect, which won in the Agentic AI category.)
In a press release, the company said TP.ai FAB Collect was developed using decades of collections expertise, enabling AI agents to handle high-volume initial outreach while allowing human advisors to focus on more complex and sensitive borrower interactions. (In March this year, TP.ai FAB Collect was recognized with a 2026 Artificial Intelligence Excellence Award by the Business Intelligence Group in the Automation category, alongside TP.ai FAB Connect, which won in the Agentic AI category.)
“We trained our AI on 40 years of human collections expertise. Now it handles the first wave, so our human advisors can focus on the conversations that truly matter,” said Assaf Tarnopolsky, TP’s Chief Business Development and Customer Officer for Asia-Pacific.
“TP.ai FAB Collect doesn’t replace the human touch. It multiplies it,” he added.
Built on TP’s proprietary Foundational AI Backbone (FAB) framework, the platform combines predictive analytics, AI-driven decision-making, and omnichannel engagement tools designed to help lenders improve recovery outcomes while maintaining regulatory compliance and customer trust.
According to TP, a deployment with a major financial institution saw the platform’s AI agents achieve customer satisfaction scores slightly higher than those recorded by human agents, while maintaining a 40% debt recovery rate.
AI boosts collections efficiency and engagement outcomes
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In a separate implementation with a telecommunications provider, the platform reportedly improved the pay-to-contact ratio by seven percentage points compared to a human-only collections model by tailoring outreach based on local payment behaviors.
The company added that the system reduced collections-related costs by 40% while improving recovery performance over time.
The results reflect a broader shift across financial services, where institutions are increasingly applying AI to optimize operational workflows beyond customer service and fraud detection, extending into more nuanced areas such as collections and borrower engagement.
TP.ai FAB Collect recently received a 2026 Artificial Intelligence Excellence Award from the Business Intelligence Group in the automation category.
As financial institutions in Southeast Asia continue to navigate rising credit risk and changing borrower expectations, AI-enabled collections platforms are emerging as a potentially important tool in balancing recovery efficiency with customer relationship management.
