TP (formerly Teleperformance) has reported that its AI-powered collections solution, TP.ai FAB Collect, matched human-level customer satisfaction scores while delivering a 40% debt recovery rate in live client deployments across Asia Pacific. The results were presented at the Money2020 Conference in Bangkok.

The solution is built on TP’s proprietary TP.ai FAB (Foundational AI Backbone) framework, integrating advanced analytics, AI-driven decisioning, and omnichannel outreach. It was trained on four decades of human collections expertise and handles high-volume first-contact outreach, freeing human advisors to manage more sensitive or complex interactions.

Results Across Two Live Deployments

At a leading financial institution, TP.ai FAB Collect’s AI agents achieved a customer satisfaction score marginally above that of human agents while maintaining a 40% debt recovery rate. At a telecommunications operator, the system adapted outreach to local payment behaviour, delivering a 7 percentage point improvement in the pay-to-contact ratio versus a human-only model. Across deployments, collections costs fell by 40% compared with human-only operations.

“We trained our AI on 40 years of human collections expertise. Now it handles the first wave, so our human advisors can focus on the conversations that truly matter. TP.ai FAB Collect doesn’t replace the human touch; it multiplies it.”
– Assaf Tarnopolsky, Chief Business Development & Customer Officer, APAC, TP

Rising Credit Risk Drives Demand

The results come as non-performing loan risks in parts of Asia remain elevated, according to the International Monetary Fund, increasing pressure on financial institutions to modernise collections without eroding borrower trust. TP established a Singapore office in 2025 and operates across close to 100 countries globally. TP.ai FAB Collect received a 2026 Artificial Intelligence Excellence Award from the Business Intelligence Group in the Automation category.