NICE NEVA For Debt Collection Practices Contact Centres

NEVA’s innovative AI models empower a new offering that proactively identifies events with the potential of risk violation in real-time, guides agents and presents them with data conducive to compliance

NICE have announced the availability of NEVA (NICE Employee Virtual Attendant) for Collection Adherence, a specialised offering to help contact centres uphold the communications aspects of the new Fair Debt Collection Practices Act in the United States. Based on NEVA’s unique AI models, the solution recognizes events with potential for behavior that could lead to non-compliance in real-time and proactively intervenes by presenting agents with reminders and scripts or sending supervisor alerts of violation risk. For more information, click here.

The U.S. Consumer Financial Protection Bureau issued a final rule effective from November 30, 2021, to restate and clarify prohibitions on harassment and abuse, false or misleading representations, and unfair practices by debt collectors when collecting consumer debt. Focusing on debt collection communications, the rule allows consumers more control over how often and through what means debt collectors can communicate with them regarding their debts. The rule also clarifies how the protections of the Fair Debt Collection Practices Act (FDCPA), which was passed in 1977, apply to newer communication technologies, such as email and text messages.

NEVA for Collection Adherence supports compliance across several scenarios addressed under the new regulation:

– Non-harassment compliance: Residing on the agent desktop, NEVA follows agent activities and interactions. Upon identifying a potential heated exchange or similar event, NEVA proactively reminds agents of the need for compliance with the new regulation and in parallel sends an alert of a potential violation risk. Telephone call logs are also retained automatically, providing evidence of compliance/non-compliance.

– Time-barred debt compliance: NEVA automatically calculates whether the statute of limitations for a particular debt has expired in real-time. If a statute is still in place, NEVA notifies agents of the inability to mention legal action and provides alternative scripts to navigate the conversation to safer areas.

– Voicemail: NEVA recognizes that a call has reached voicemail, can automatically collect data from it and update various internal systems.

Barry Cooper, President, NICE Workforce and Customer Experience Group, said,

“Aligning regulations to the digital age is of critical importance to the continued fair treatment of consumers,”

“We’re pleased to be among the first to bring innovative robotic automation to support organizations in adhering to the new regulation.”




With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.

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