Terry KS TP’s AI-powered collections solution has achieved human-level customer satisfaction while delivering a 40% debt recovery rate in live deployments. The platform signals a shift toward AI-driven, relationship-focused collections as financial institutions navigate rising credit risks.
SINGAPORE, 23 APRIL 2026 – Global digital business services leader TP Group (formerly Teleperformance) has reported strong results from its AI-powered collections platform, TP.ai FAB Collect, demonstrating that automation can match—and even exceed—human performance in customer engagement while significantly improving recovery outcomes.
The company revealed that its solution achieved customer satisfaction scores on par with human agents, alongside a 40% debt recovery rate in real-world client deployments. The results come at a time when financial institutions face mounting pressure to manage non-performing loans, as highlighted by International Monetary Fund, particularly across parts of Asia.
Debt collection remains one of the most complex operational challenges for banks and lenders, where improving recovery rates often risks damaging customer relationships. TP argues that AI-driven, human-supported models offer a viable path forward, enabling institutions to scale operations while maintaining empathy in customer interactions.
TP.ai FAB Collect is built on the company’s proprietary AI framework, combining predictive analytics, AI-led decision-making, and omnichannel engagement capabilities. The platform is trained on decades of human collections expertise, allowing AI agents to manage high-volume interactions while human advisors focus on more sensitive and relationship-critical conversations.
According to Assaf Tarnopolsky, Chief Business Development & Customer Officer for APAC at TP, the goal is not to replace human agents but to enhance their effectiveness. By handling initial outreach at scale, AI enables human teams to dedicate more time to complex cases that require emotional intelligence and negotiation.
In one deployment with a leading financial institution, the platform’s AI agents slightly outperformed human agents in customer satisfaction while achieving a 40% recovery rate. In another case involving a telecommunications company, the system adapted outreach strategies based on local payment behaviors, improving the pay-to-contact ratio by seven percentage points compared to a human-only approach. Additionally, the AI-driven model reduced collections costs by 40% while continuing to improve performance over time.
The innovation has also received industry recognition, with TP.ai FAB Collect earning a 2026 Artificial Intelligence Excellence Award from the Business Intelligence Group in the Automation category. Another TP solution, TP.ai FAB Connect, was also recognized in the Agentic AI category.
As lenders continue to navigate evolving borrower behavior and heightened credit risk, AI-powered collections platforms like TP.ai FAB Collect are emerging as a key tool in balancing financial performance with long-term customer trust.