AI assistance
Our vertical agents are friendly, AI-powered digital workers that complete tasks on your behalf. They reason, communicate and work together inside your live customer journeys, improving decision accuracy and cutting manual processing, while your team stays in charge.
Built for regulated lending
Our agents are built into a platform that already holds its own FCA permissions. Every action they take is recorded, explainable and set up to follow your rules.
See the reasons behind every outcome, not just the result.
Keep track of customers’ circumstances as they change, not just at application.
A full record of what each agent did, when and why.
Kept up to date with the latest regulatory changes and evolving FCA expectations.
Our vertical agents
Each agent is built for a specific job across the credit lifecycle. Use the ones you need, and they’ll collaborate to deliver consistent, reliable results.
Rapidly processes data and complex situations to reach a credit decision, using bank data, credit bureau data and affordability insights.
Follows a fully customisable workflow to guide each application on its journey to becoming a credit agreement.
Contacts customers on the channels they use, including WhatsApp and email, and takes payments through Slick Pay. Before collecting, it can check affordability on live bank data and suggest a better plan if a payment would cause hardship or fail.
Continuously watches for events that need a response, such as a late payment, a change in credit score or a successful collection, then acts directly or brings in another agent.
Gives customers timely answers and updates through your portal, so they can raise concerns there and then, and passes anything that needs a person to your team.
Find the information you need in a few clicks, or simply ask an agent. Standard industry reports, including regulatory product data, come built in.
FAQs
Handing work to AI is a big step. Here are the questions lenders ask us most.
Ask us something else
No, unless you choose to set it up that way. You set the rules and decide which outcomes are automatic and which are referred to your team. Agents can refer, accept or decline within the limits you give them, and anything outside those limits comes back to a person.
Yes. Decisions are transparent and explainable, so you can see the reasons behind each outcome, not just the result. That makes it easier to answer customer queries, handle complaints and show how you’re meeting Consumer Duty.
Hope Macy holds its own FCA permissions, and FCA rules are built into the platform. We keep the system up to date with the latest regulatory changes, and every action an agent takes is recorded in a full audit trail.
Guardrails are agreed with you as part of our implementation journey. Together we set what each agent can and can’t do, which decisions it can make on its own and when it must hand over to your team. Every action is logged so you can review it, and the guardrails can be updated whenever you need.
Every action is logged, so you can see exactly what happened and when. Your team can review, override or reverse an agent’s action, and you can change the rules and events it follows at any time.
Agents are designed with good customer outcomes in mind. For example, before collecting a repayment the collections agent can check affordability on live bank data and suggest a smaller amount or a later date, rather than pushing a payment that would cause hardship or fail.
Yes. Customers can raise concerns with you directly through the portal, and the Customer Service AI Assistant passes anything that needs a person to your team.
Customer bank data is only accessed with the customer’s consent, under our FCA authorisation. Payments are approved in the customer’s own banking app, so there are no card details to store. We are also Cyber Essentials certified.
The agents take on repetitive, manual work such as chasing payments, sending notices and building reports. That frees your team to focus on the customers and decisions that need a person. Your staff also get an automatically generated list of actions to complete each day.
No. The platform is modular, so you can adopt only the agents you need and add more over time. Everything is available through documented APIs, and we can import your existing data and documents.
Book a demo and we’ll show you how our AI agents could take on the manual work in your lending operation.