Hosted by Mike Gibb of AccountsRecovery.net and sponsored by CSS Impact, the session explored how “next best action” strategies are reshaping debt collection. Panelists Joe Gelbard (Avtal), Tracy Glenn (SingleStone), Joshua March (Veritus), and Mark Reinhard (Dial Connection) discussed the evolution from simple call attempts to AI‑driven, individualized outreach.
Tracy Glenn noted that next best action once meant rigid process documentation but now reflects consumer behavior, such as abandoned payment plans. Mark Reinhard emphasized timing as equally critical: “The next best time is probably right away.” Joe Gelbard highlighted the shift toward channel preference and tone, while Joshua March explained how agentic AI can act “like an expert human on an individual basis,” personalizing offers and follow‑ups in real time.
The panel agreed that implementation challenges often stem from legacy systems lacking APIs, poor project management, and compliance constraints. Tracy stressed the importance of smaller, iterative rollouts to avoid stalled 18‑month projects. Josh added, “AI can only be as good as the data it can access,” underscoring the need for accessible, integrated systems.
While AI enables personalization at scale, panelists acknowledged the enduring role of human intuition. Joe observed that some consumers still prefer speaking to a person for trust and complexity, while Marc noted, “Feeling like you’re being heard by a person versus a bot is a different feeling.” Yet, as Josh shared, one debtor even asked to be returned to the AI agent—illustrating shifting consumer expectations.
🧠 Key Takeaways:
- Modernize your tech stack: Ensure systems of record expose APIs to unlock real‑time AI capabilities.
- Adopt iterative rollouts: Pursue smaller, surgical projects for quick wins rather than massive transformations.
- Balance AI with human expertise: Maintain escalation paths for complex cases while leveraging AI for scale and personalization.ritical: “The next best time is probably right away.” Joe Gelbard highlighted the shift toward channel preference and tone, while Joshua March explained how agentic AI can act “like an expert human on an individual basis,” personalizing offers and follow‑ups in real time.
