Driving Ethical Debt Resolution with AI: Inside DCBL’s Partnership with Aryza
19th November 2025
At DCBL, we are committed to continuous innovation and improvement throughout our business. For our customers, this means providing support with greater compassion, transparency, and efficiency.
Over the last 25 years, technology has been central to this mission, helping us make debt resolution as seamless and stress-free as possible.
Our partnership with Aryza, a leading SaaS solutions provider, to integrate ethical and customer-focused efficiencies across our operations. This collaboration introduced next-generation, AI-driven tools into the heart of our collection’s workflow.
Together, we’ve embedded intelligent automation, advanced analytics, and omnichannel engagement technologies into the collections journey. These innovations allow us to meet evolving customer expectations while addressing industry challenges such as reducing call abandonment, limiting failed payments, and managing large case volumes responsibly.
Our ongoing investment in digital transformation is all about creating better experiences for our customers. This commitment has earned us industry recognition, including shortlisting for prestigious awards such as the Credit Strategy Awards, Credit Connect Awards, and the Credit & Collections Technology Awards.
Historically, high call abandonment rates have been a significant challenge for the collections industry. We worked closely with Aryza to implement a customised collections language model that directly addresses this:
- Immediate Engagement: Conversational SMS AI Agents now reach out to customers within minutes of a missed call.
- Intelligent Resolution: These agents understand the intent of the original call and resolve nearly half of queries without human intervention.
The impact has been significant, shifting a large proportion of our interactions to digital channels. This dramatically improves the customer experience and frees up our specialist contact centre staff to focus exclusively on those vulnerable customers who require bespoke, human-led support.
While digital solutions are essential, we know physical letters remain a trusted contact point for many customers. With Aryza’s support, we built a seamless bridge from the traditional letter to immediate digital engagement:
- QR-Code Integration: We added QR codes to our physical correspondence. Customers can scan a QR code on a letter to instantly start a private WhatsApp conversation with a digital agent.
- Guided Resolution: The guided conversation allows for resolution at the customer’s own pace, ensuring compliance while providing an immediate, trackable, and user-friendly journey.
This hybrid approach ensures communication is never a barrier to resolution.
The Power of Technology on Dormant Cases
One of the most impactful results of this partnership has been reactivating 360,000 older cases for our clients, using AI-driven outreach via Click-to-Pay, SMS, and WhatsApp.
Crucially, this substantial result was achieved with minimal requirement for additional agents. Technology communicated with people at scale, generating new opportunities to recover money owed.
Safeguarding People, Enhancing Compassion
Through our long-term partnership with Aryza, we continue to introduce technology that improves outcomes for everyone involved. Our goal is simple: to safeguard people, enhance compassion, and set a new standard for ethical, digital-first debt resolution.
DCBL remains committed to putting technology at the heart of its business to support customers, clients, and operations. To find out more about the business and how we can support you, contact us today.
