Rel8 designed and built a multi-agent AI platform for FCA-regulated debt collections on AWS Bedrock and AgentCore, with separation of strategy, orchestration, conversation, and real-time compliance monitoring.
Debt collection agencies spend the majority of agent time on routine tier-1 contact: initial outreach, payment reminders, and simple negotiations. This work is repetitive, high-volume, and expensive to staff.
Every customer interaction in UK debt collection is regulated by the FCA under Consumer Duty. Contact hours, language, vulnerability detection, and escalation paths must be enforced in real time, not audited after the fact.
Collections operations run across voice, SMS, and email, often using different CRM systems per client. The platform needed pluggable CRM adapters and channel integrations from day one.
The platform needed to serve multiple collection agency clients from a single deployment, with tenant isolation, per-client configuration, and usage-based billing at the resolution level.
A multi-agent AI platform where each agent has a distinct role. The platform orchestrates the workflow end to end and monitors every interaction for compliance in real time.
The platform analyses debtor data, contact history, and preferences to recommend the optimal channel, timing, tone, and approach. Each outreach begins with a strategy and a probability of success.
The end-to-end collections workflow runs as a single coherent journey, with automatic escalation to human agents when situations call for it.
Outbound communications across voice, SMS, and email follow strategy guidance. Payment discussions, resolution structuring, and objection handling run as a natural conversation across whichever channel the customer responds on.
Every interaction is monitored against the regulatory framework as it happens. FCA contact hours, prohibited language, vulnerability indicators, and Consumer Duty requirements are enforced in real time, not audited after the fact.
Serverless multi-agent platform on AWS. Agents run on Bedrock AgentCore Runtime with no infrastructure to manage.
Agents deployed to AgentCore Runtime. Serverless execution with Claude foundation models via Bedrock. Strands Agents SDK for agent definition and tooling.
Workflow state, contact history, resolution records, and compliance audit trail. Multi-tenant isolation built in.
Role-based access with separate operational and compliance roles. Multi-tenant user pools with per-client configuration.
Pluggable channel integrations for voice, SMS, and email. Amazon Connect integration for inbound IVR.
Operations dashboard with real-time workflow monitoring, compliance reporting, and resolution analytics. Static export deployed via CDK.
Full infrastructure as code. CI/CD via Azure DevOps. Repeatable deployments across environments.
An adapter pattern supports multiple CRM systems. New CRM integrations require an adapter, not platform changes. Built for multi-client SaaS from day one.
FCA compliance is not a feature bolted on after launch. The platform enforces regulatory requirements as part of every interaction. Compliance frameworks are pluggable and can be extended per jurisdiction.
Every workflow step is captured with full state, enabling replay, audit, and operational visibility across long-running customer engagements. Built for the level of evidence regulated environments require.
Built for the operational maturity regulated SaaS requires: per-tenant configuration, deterministic deployments via infrastructure as code, and CI/CD pipelines from day one.
We design and build multi-agent systems on AWS Bedrock and AgentCore. From architecture to production in weeks, not months.
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