Results from a pilot campaign show that the Agent placed as many calls in one hour as approximately 28 support staff members would in the same period
SANTA CLARA, Calif., Oct. 1, 2026 /PRNewswire/ -- PayNearMe, the fintech company pioneering Payment Experience Management, today launched its AI Servicing and Collections Agent, a new agent built directly into the PayXM™ platform to expand inbound self-service and outbound engagement. The Agent calls and texts customers, answers inbound calls, and helps customers make or schedule payments, resolve payment issues, and address other account needs, connecting them to support staff only when needed. It combines agentic AI with PayXM's data, rules and workflows to interpret customer intent, determine the appropriate next step and take action. By handling routine servicing and proactively guiding customers toward resolution or payment, the Agent helps support teams scale while lowering the cost to serve.
Expanding Agentic Capabilities Across Inbound Self-Service and Outbound Engagement
PayNearMe introduced its AI-powered Intelligent Virtual Agent (IVA) in October 2025 as an alternative to traditional menu-based interactive voice response systems. The AI Servicing and Collections Agent builds on that foundation with expanded inbound self-service and new outbound capabilities that enable proactive customer outreach. Together, these capabilities give customers a direct path to resolve routine account and payment needs, whether they initiate a call or respond to outbound outreach.
The AI Servicing and Collections Agent helps businesses:
- Drive each interaction toward the right outcome: Connect proactive outreach to payment data, business rules and workflows so the Agent can authenticate customers and take the appropriate next step. Depending on the interaction, the Agent can provide account information, accept or schedule a payment, capture promises to pay, manage opt-outs, send a Smart Link or connect a customer with support.
- Scale servicing without scaling staff: Run multiple high-volume campaigns simultaneously while reserving support staff for interactions that require human assistance.
- Offer greater channel flexibility: Give customers options across voice, text, web and live support so they can complete a payment or get assistance through the channel that works best for them. The Agent will preserve context as customers move between channels, with this capability rolling out in phases.
"The real value of an AI agent comes from its ability to use payment context, business rules and workflows to move an interaction forward," said John Minor, Chief Product Officer at PayNearMe. "Because the Agent is embedded directly in PayXM, it can move beyond answering questions to taking the appropriate action and involving support staff when human judgment or assistance is needed."
The Agent in Action: Scaling Outreach While Reducing Manual Work
As part of a pilot program, Indiana Finance Company used the AI Servicing and Collections Agent to conduct proactive payment outreach campaigns and support inbound customer interactions.
During one outbound campaign, the Agent placed as many calls in one hour as approximately 28 support staff members would typically place during that same period. Ninety percent of targeted accounts received a voicemail or Smart Link, completed a live conversation or were transferred to support staff.
These results illustrate how the Agent can help businesses expand outreach capacity and adapt campaign volume as their needs change.
"The AI Agent gives us the reach of a much larger team and lets us adjust the pace of campaigns based on our needs," said Carl Stamper, COO at Indiana Finance Company. "It gives our customers a direct path to payment, while our staff can focus on situations where personal attention matters most."
Applying Agentic AI Across the Entire Payment Experience
Integrating agents directly into PayXM is central to PayNearMe's vision for the future of AI in payments. Rather than acting as a bolt-on, AI becomes part of the payment experience itself.
This integrated approach advances Payment Experience Management (PEM), which is designed to help businesses continuously improve the payment experience across customers, support and operations. The AI Servicing and Collections Agent gives customers easier paths to service, resolution and payment; enables support teams to focus on complex or high-value interactions; and reduces the workload for operations teams.
To further advance this vision, PayNearMe recently acquired Marr Labs' technology assets and welcomed key members of its team. The new team members bring specialized expertise in building and operating sophisticated AI systems at scale in complex, regulated environments. Their expertise complements PayNearMe's existing product, engineering and AI teams and strengthens the company's ability to apply agentic AI across more of the payment experience.
The AI Servicing and Collections Agent is available now to PayNearMe clients. It is the first in PayNearMe's broader agentic AI roadmap, with additional purpose-built agents planned to address the complex challenges that drive up the total cost of payment acceptance.
Learn more about PayNearMe's AI Servicing and Collections Agent and request a demo.
About PayNearMe
PayNearMe pioneered Payment Experience Management (PEM), the discipline of owning and continuously improving the entire payment experience, from request to reconciliation. Named one of CNBC's World's Top Fintech Companies for 2026, PayNearMe offers PayXM™, the industry's first platform purpose-built for PEM. With PayXM, every touchpoint in the payment journey becomes easy, driving customer satisfaction, accelerating payments and reducing the total cost of acceptance. The platform supports all major payment types and channels, from PayPal, Venmo, Cash App Pay, Apple Pay, Google Pay, cards and ACH to cash at more than 62,000 U.S. retail locations.
Thousands of businesses across industries, including consumer lending, credit unions, tolling, iGaming and property management, rely on PayNearMe to manage the end-to-end payment experience with a single platform and integration.
SOURCE PayNearMe
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