Questions
Every question a collections team asks
What Murphy is
What Murphy is, and how it compares with the tools and teams you already use.
Is Murphy an AI collections platform, or a voice agent?
Both. Voice AI agents hold the conversation, on the phone and over WhatsApp, SMS, RCS and email. The platform is everything around them: the rules your team writes, the limits the agent cannot go past, and a record of every call.
What is AI financial remediation?
Financial remediation means resolving arrears by reaching an arrangement the customer can keep. In AI financial remediation, voice AI agents hold those conversations instead of people. The goal is the same, the work is not. An agent asks the same questions on the thousandth call as on the first, never runs short of time to ask them, and files every answer against the rules you set.
How is this different from debt collection software?
Debt collection software organises work for your team to do. Murphy does the work. Collections automation usually stops at dialling, queueing and templated messages. Murphy handles the conversation itself, including establishing what the customer can pay and agreeing terms inside the authority you set.
Is this conversational AI?
Yes. Conversational AI is the part the customer notices. In collections it also has to keep to the limits you set on what the agent may offer, land on an amount the customer can genuinely afford, and leave proof afterwards of what was said.
Is this loan servicing, or collections?
Collections. Loan servicing runs a performing loan: billing, statements, the ordinary lifecycle. Debt servicing and collections begin once payments stop. Murphy works accounts in arrears, from early arrears onward.
Does Murphy work business receivables, or consumer arrears?
Both. Most of the work is consumer arrears, at banks, consumer lenders, fintechs, collection agencies, utilities and telcos. Murphy also works business to business, where there are fewer accounts, the balances are larger, and the creditor usually wants to keep the commercial relationship. On the business side that work is usually called accounts receivable or credit management, and the harder part is reaching the person who can authorise payment.
Compliance and conduct
What the agent may say, who decides it, and how it is proved afterwards.
Does the customer know they are talking to an AI agent?
Yes. Murphy presents itself as an automated agent and states that the call is being recorded before it ever mentions the money owed, on every call. Any further disclosure your own policy or your regulator requires is delivered in the same opening, and every one of them is timestamped in the recording.
What happens when someone asks to speak to a person?
Murphy can immediately transfer the caller to a human agent or schedule a callback. Your team sets the rules for which happens and when. The conversation goes with the handover, so whoever picks it up can see what was already said and the customer does not start again.
What if the person who answers is not the customer?
Murphy checks who it is speaking to before it says anything about money. If the person who answers is not the customer, what Murphy may tell them depends on the law in that market and on the rules you set on top of it.
Who decides what the agent is allowed to say and offer?
Your team does. You set what an agent may offer, when it may call, and when it must stop. Murphy operates only inside those limits, and every call is scored against them. Every change you make is dated and logged, so you can match every call to a rule someone on your side approved.
How many calls are checked for compliance?
Every call. Murphy scores every conversation against the rules that apply to it, both the regulator's and the ones your own team wrote. Nothing is sampled, and the score lands with the call rather than in a monthly batch. Anything that fails, or that the automated check cannot settle, goes to one of your reviewers with the second of the recording where it happened.
How do we prove to a regulator what happened on a call?
Murphy keeps every balance change, agreement, payment and handover on one customer record, each linked to the call it came from. Each entry names the agent settings and the policy version in force at the time, and the manager who approved it. Murphy also records the reasoning behind every decision. When a regulator asks who authorised something and why, both answers are there.
How does Murphy handle customers who cannot afford to pay?
Murphy asks. Where a formal affordability assessment applies, it runs one, measuring income, housing, essential spending and what the customer already pays other lenders. Where none applies, it still asks enough to find the right plan from the options you allow. You set what it may ask, and if your rules say stop, it stops.
What does the audit trail contain?
One customer record holds every balance change, agreement, payment and handover, each linked to the call it came from. Each entry also names the agent settings and the policy version in force at the time, and the manager who approved it.
How it works
Channels, markets, how account data reaches Murphy and how results return.
Which channels, languages and markets does it cover?
Murphy runs on phone calls, WhatsApp, SMS, RCS and email, all working to one plan rather than as separate campaigns. It covers 14 markets and 25 languages today, across Europe, the Middle East, the Americas and Asia Pacific. Your rules apply in every one of them, and each market adds what its own regulator requires: the notices a call has to open with, the hours it may be placed in, and how the recording is handled. There are more languages than markets because a market is rarely one language, so Murphy answers each customer in the one they use.
How does our account data reach Murphy, and how do results return to us?
You choose how. You can send us a file whenever you want. You can set a schedule, so accounts arrive and outcomes, promises and payments return on whatever cycle suits you. Or you can connect Murphy straight to your dialer and CRM, so it works from the current balance and files each call the moment it ends.
Where does it run?
On your own servers, in your private cloud, or in ours. Whichever you choose, Murphy engineers work with you from the first integration until the first live call. Where it runs is your decision.
Results and measurement
The numbers Murphy is measured on, and how to read them.
Which numbers should we expect to move?
Contact rate and penetration rate show whether you are reaching people. Promise to pay rate shows whether those conversations end in an agreement. Cure rate shows whether accounts return to current. Roll rate shows whether they fall further behind. Recovery rate shows how much of the balance arrived.
What would tell us early that it is not working?
Customers agreeing to plans and then not paying them. If agreements rise but the money does not follow, the plans are above what those customers can afford. Murphy checks every instalment against the money that actually arrives. You see a missed payment on the day it happens, so you can change the plan while the customer is still willing to talk.
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