By David Lee, Product Manager at Intelligent Banking Solutions
In my last post, I shared how Carmen, our AI digital concierge inside SAFIRE-IQ, is helping collections managers get past the roadblock of SQL by letting them build queues in plain language. That shift alone removes a huge barrier — but it’s just the beginning.
The next big step is what we call agentic AI. And it’s a game-changer.
From Helpful Answers to Helpful Actions
Most people are familiar with AI that gives you an answer. You ask a question, it pulls up information, and you decide what to do next. For example, Carmen can already walk you through a process step by step: “Click here, then here, then enter this field.”
But that still puts the work back on you. You’re the one clicking, copying, and pasting.
Agentic AI takes things further. Instead of just telling you what to do, it can actually do it for you. Think of the difference between getting driving directions and having a self-driving car. One gives you a map. The other takes the wheel.
A Real Example: Building Queues Automatically
Here’s a simple example we’re working on right now. Today, Carmen can generate a SQL statement that builds a queue, and you copy and paste it into the system. With agentic AI, Carmen will skip that extra step. She’ll generate the queue, show you a preview, and with one click, build it right into the system.
That may sound like a small shift, but it makes a huge difference. Instead of slowing down to handle technical steps, managers can focus on strategy and decision-making. Carmen handles the mechanics.
Why This Matters in Collections
Collections is full of small, repetitive configuration tasks — setting up queues, tweaking parameters, managing screens. They take time, and when they’re not done right, they create frustration and risk.
Agentic AI reduces that friction. It doesn’t replace people; it empowers them by doing the “busy work” behind the scenes. Collectors and managers can spend more time working accounts, less time wrestling with the software.
Looking Ahead
Agentic AI is still in its early stages, but we’re already seeing the impact. Tasks that once required technical knowledge or multiple support calls can now be handled instantly.
And this is just one example. In my next post, I’ll share how AI can do more than automate steps — it can actually guide collectors in deciding what to do next, based on data, history, and patterns of behavior.
