How is AI transforming debt collection in the US and Canada — and what challenges and opportunities lie ahead?

In this episode of Better Debt, InDebted CEO & Founder Josh Foreman is joined by Dave Hanrahan (CEO & Co-founder, Kredit), Tony Pampena (President, CBV Collection Services & 2nd VP, RMA Canada), and Mike Zhou (VP Data & AI, InDebted) to explore how AI is reshaping contact strategies, compliance, and performance across North America.

They discuss:

Apple’s iOS 26 AI call screening and what it means for declining right-party contact rates in voice-heavy strategies
The rise of AI voice agents and how hybrid human-AI models are driving efficiency and better customer engagement
Practical use cases for predictive analytics to improve segmentation, timing, and repayment outcomes
The role of omnichannel outreach — SMS, email, and voice — in building trust and adapting to shifting consumer preferences
Guardrails for responsible AI adoption, from internal governance frameworks to explainability and QA
How regulation is lagging behind in both the US and Canada — and what operators can do now to stay ahead
The future of collections talent: how roles will evolve as AI takes over routine tasks, freeing teams to focus on higher-value work

Welcome to the Better Debt Series, where — you guessed it — we’ll be talking all things related to making debt collection better.