CollectPlus has used Google Gemini on documents and recorded calls since 2025. CollectPlus 12 brings it to the screens collectors, administrators and debtors use every day.
For collectors
- Next steps for each debtor. Ask for a suggestion on a debtor's record, and Gemini returns a one-line summary of the account and up to three ranked next steps. Each step gives its reason, quoting the record and the agency rule it follows.
- Things to review first. The same box flags what a person should look at before acting, such as a dispute, an attorney, a bankruptcy or a hardship.
- A daily briefing. The dashboard can show what to do first today and why: overdue tasks, appointments, broken promises and accounts at risk. Every item points to the record it comes from.
Suggestions are advice only. They change nothing on the account: the buttons beside a suggestion open a task or a new-task window, and the collector decides.
For administrators
- Work queues in plain English. Describe the list of accounts you want, preview the result, and save it as a work queue.
- Charts in plain English. Describe a chart for the dashboard, check it, and save it.
- Translation suggestions. Gemini suggests translations of the portal's screen text, and you review them before they are saved.
- Uploads sorted for you. Documents that debtors upload can be identified by type automatically.
For debtors
- A chat assistant. The assistant answers questions from your agency's own knowledge base and, for a debtor who is signed in, from their own account.
- A hand-off to your team. When the conversation needs a person, the assistant hands it to a collector with a summary that only your staff can see.
- Instant answers to messages. Before a debtor sends a secure message, the portal can offer an answer, clearly labelled as automated, and the debtor can still send the message.
These features run on Google Gemini through Vertex AI, in your agency's own Google Cloud project, and Google bills your agency for that usage. Each one is switched on during setup, and the chat assistant is set up with your agency's knowledge base and hand-off rules. More about automation and AI.