PayNearMe, the Santa Clara-based FinTech behind the Payment Experience Management category, has launched an AI Servicing and Collections Agent designed to automate customer communications, payment collection and account servicing.
The agent can contact customers by voice and text, take or schedule payments and resolve account issues. In a pilot campaign, PayNearMe said the technology matched the hourly call output of approximately 28 human staff.
The new agent is integrated into PayNearMe’s PayXM platform, allowing it to use customer data, business rules and existing workflows to determine the appropriate next action.
It can handle inbound calls and proactive outbound communications, with customers transferred to human staff when an issue requires additional support or judgement. Customers can interact with the agent through voice, text and web channels, with context carried across channels as the functionality is rolled out.
The launch builds on PayNearMe’s Intelligent Virtual Agent, introduced in October 2025 as an alternative to traditional menu-driven phone systems. Following identity verification, the new agent can provide account information, process or schedule payments, record promises to pay, handle opt-outs and issue a Smart Link. Businesses can also run multiple high-volume campaigns at the same time and adjust outreach based on demand.
Indiana Finance Company tested the technology across outbound payment campaigns and inbound customer contact. During one outbound campaign, PayNearMe said 90% of targeted accounts were reached through a voicemail or Smart Link, a live conversation or a transfer to staff.
PayNearMe said the results demonstrate how lenders can increase their outreach capacity while adjusting campaign volumes as customer demand changes. The company built PayXM to manage the payment journey from initial request through to reconciliation. The platform supports payment methods including PayPal, Venmo, Cash App Pay, Apple Pay, Google Pay, cards, ACH and cash across more than 62,000 US retail locations.
The AI Servicing and Collections Agent is now available to PayNearMe clients, with the company planning a wider range of purpose-built AI agents aimed at reducing the cost of accepting and servicing payments.
PayNearMe chief product officer John Minor said, “The real value of an AI agent comes from its ability to use payment context, business rules and workflows to move an interaction forward. 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.”
Indiana Finance Company COO Carl Stamper added, “The AI Agent gives us the reach of a much larger team and lets us adjust the pace of campaigns based on our needs. It gives our customers a direct path to payment, while our staff can focus on situations where personal attention matters most.”
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