Alorica and Domu Advance AI-Driven Loan Servicing

Alorica, a global customer experience leader, partnered with Domu to bring voice AI into one of the most regulated corners of financial services: loan servicing. The goal was practical: handle high-volume, routine servicing with an AI agent that stays inside policy on every call, so Alorica's people can focus on the complex, high-trust conversations that need them.

The partnership put Domu's virtual agent, Rebecca, directly into the Loan Management System at Alorica Financial's Systems & Services Technologies (SST). Rebecca handles inbound servicing end to end; payments, balance inquiries, payoff quotes, account access, and loan education 24/7, in English and Spanish. Every interaction runs under strict servicing rules, is fully logged, and escalates to a human the moment a regulated scenario appears, such as a bankruptcy mention or a hit on authentication limits.

"We are applying AI where it creates the most impact, handling routine, high-volume servicing so our teams can focus on complex, high-trust customer needs. In financial services, that means keeping sensitive transactions, exception handling, and consultative conversations with experienced professionals, while AI improves access, speed, and efficiency. The quick adoption and successful outcomes in the first 30 days exceeded our expectations, and we're only in the early stages of our roadmap."

Jay King, President, Alorica Financial

Human parity in the first month

Domu launched inside a controlled rollout across SST's portfolios and delivered measurable results in the first 30 days:

• 2,565 inbound calls handled with real-time servicing and full interaction logging

• 48% of inquiries resolved without a live agent

• Nearly $100,000 collected through AI-assisted payments - matching human agent conversion levels

• 87% payment success rate across AI-handled transactions

The headline isn't just the volume. It's that Rebecca reached human-parity conversion in the first month while keeping every conversation auditable and in policy.

"Financial institutions are looking for practical, compliant ways to scale AI. What matters most is that every conversation operates within policy and is fully auditable. Reaching human parity in the first month is a strong signal and this is only the beginning of what we're building with Alorica."

Nick Diaz, CEO, Domu

Beyond servicing: automating operations end to end

The work extends past the phone lines. Alorica is also using Domu to streamline internal operations, starting with equipment recovery logistics. Here the AI agent runs the full return process on its own; from identity verification through scheduling and confirmation, and has managed more than 16,000 conversations since launching in January, with resolution rates climbing past 50% as the system scales. The result: less manual effort, higher throughput, and recovery operations that scale without adding headcount.

What's next

On the strength of these early results, Alorica is preparing to expand Domu to additional portfolios and add new capabilities, including outbound engagement and AI-driven quality assurance. The two teams are also exploring proactive collections strategies that combine digital and AI-driven outreach to reduce delinquency and shorten time to resolution, supported by recent enhancements to SST's payment ecosystem, including digital wallet capabilities through Alorica Pay.

Together, Alorica and Domu are setting the standard for how AI operates in financial services at scale: intelligent automation and modern governance working alongside human expertise, to make customer engagement more efficient, more resilient, and more compliant.

About Alorica

Alorica is a global leader in customer experience and digital transformation services, with 100,000+ solutionists across 16 countries and 25+ years of managed-services expertise. Its subsidiary, Systems & Services Technologies (SST), is a licensed loan servicer (NMLS 950746).

About Domu

Domu is a voice AI platform built for highly regulated interactions. Domu's agents handle servicing, collections, and customer engagement autonomously, inside client policy, with 100% audit coverage and full traceability on every conversation so financial institutions can scale AI without giving up compliance or control.