Automation, digital court processes, and advances in artificial intelligence are already reshaping how financial institutions manage collections. This article outlines the current state of that transformation, the direction it is likely to take, and the criteria for selecting the right technologies.
Many of the ideas discussed for years are now being put into practice, and it is increasingly clear that they are here to stay. Automation and AI are no longer viewed as innovations; they have become part of the operational standard. The debate has shifted from whether to adopt these tools to how to implement them effectively and responsibly. Digitalization now extends into areas that, only a few years ago, seemed well beyond its reach, including court, enforcement, and restructuring proceedings.
Digitalization of the Justice System
This year is expected to bring the rollout of a new version of the Electronic Order for Payment Procedure (EPU 3.0), a key step in the digitalization of the justice system in Poland. The platform is intended to streamline high-volume claims processing on the court side, while also enabling integration with state registers such as PESEL and TERYT, as well as other judicial systems. Planned features include electronic signatures for filings and online payments. Although the implementation timeline has been delayed, the new solution is expected to accelerate and stabilize electronic writ-of-payment proceedings, easing the burden on financial institutions that pursue claims at scale.
AI Is Already at Work
Artificial intelligence did not enter the debt collection sector with much fanfare; instead, it became embedded almost quietly through ecosystems delivered by global technology providers. Today, AI tools support day-to-day operations across legal analysis, information retrieval, and the drafting of client correspondence. AI-based systems can already read court documents, interpret their content, extract key data, and automatically update case statuses. In interactions with debtors, intelligent voicebots can carry out conversations with full awareness of the context and, importantly, make those exchanges less stressful for the people involved. We see this across age groups: many debtors are more willing to speak with an automated system, without embarrassment or the pressure of having to justify themselves.
Responsibility for AI Tools
The growing use of AI in decision-making introduces new compliance and risk management requirements for financial institutions. Model-driven decisions must be explainable, both to regulators and to customers who file complaints. AI does not eliminate work; it changes its nature. As repetitive tasks are increasingly handled by intelligent tools, the value of professionals who can manage information, interpret outputs, and exercise sound judgment continues to rise.
The Analyst Instead of the Debt Collector
Over the next five years, communication with debtors is likely to become fully personalized and largely automated. The role of the debt collector will evolve into that of a strategic analyst: a specialist in negotiation and mediation, where empathy and human judgment remain irreplaceable. The industry is also moving toward fully digital court proceedings and the gradual elimination of paper-based documentation.
Technology as a Strategic Decision
Selecting an IT system is no longer just a question of functionality. Flexibility and the ability to adapt quickly to regulatory change are becoming decisive factors. Financial institutions are increasingly running up against the limitations of legacy systems that cannot keep pace with rapidly evolving regulations and market conditions. As a result, the ability to develop and extend a system independently is becoming one of the key selection criteria and, more and more often, the factor that determines the final purchasing decision.
