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PayNearMe launches AI agent to automate payment collections

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PayNearMe launches AI agent to automate payment collections

PayNearMe, the Santa Clara-based FinTech behind the Payment Experience Management category, has launched an AI Servicing and Collections Agent designed to automate customer communications, payment collection and account servicing.

The agent can contact customers by voice and text, take or schedule payments and resolve account issues. In a pilot campaign, PayNearMe said the technology matched the hourly call output of approximately 28 human staff.

The new agent is integrated into PayNearMe’s PayXM platform, allowing it to use customer data, business rules and existing workflows to determine the appropriate next action.

It can handle inbound calls and proactive outbound communications, with customers transferred to human staff when an issue requires additional support or judgement. Customers can interact with the agent through voice, text and web channels, with context carried across channels as the functionality is rolled out.

The launch builds on PayNearMe’s Intelligent Virtual Agent, introduced in October 2025 as an alternative to traditional menu-driven phone systems. Following identity verification, the new agent can provide account information, process or schedule payments, record promises to pay, handle opt-outs and issue a Smart Link. Businesses can also run multiple high-volume campaigns at the same time and adjust outreach based on demand.

Indiana Finance Company tested the technology across outbound payment campaigns and inbound customer contact. During one outbound campaign, PayNearMe said 90% of targeted accounts were reached through a voicemail or Smart Link, a live conversation or a transfer to staff.

PayNearMe said the results demonstrate how lenders can increase their outreach capacity while adjusting campaign volumes as customer demand changes.


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