PayNearMe Deploys AI Agent for Customer Service and Collections

PayNearMe has released an AI Servicing and Collections Agent designed to manage customer interactions across multiple channels. The tool initiates and receives calls, sends text messages, and guides consumers through payment scheduling, issue resolution, and other account tasks.

When situations require human judgement, the agent escalates cases to support staff. The technology represents a shift from AI that simply answers questions to systems that complete financial transactions and workflows on a customer's behalf.

The agent runs on PayNearMe's Payment Experience Management (PayXM) platform, which serves financial institutions, lenders, gaming operators, and mortgage servicers. PayXM provides payment processing, self-service capabilities, and exception handling.

By embedding the AI directly into PayXM, PayNearMe gives the agent access to payment data, business rules, and operational workflows. This context allows the system to determine next steps and execute actions at scale, rather than functioning as a standalone chatbot.

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.

Chief Product Officer John Minor emphasised that integration creates an organic experience instead of a bolted-on tool.

Indiana Finance Company is piloting the agent for proactive outreach campaigns and inbound customer support. The company uses the tool to adjust campaign pacing based on operational needs.

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.

COO Carl Stamper noted the system provides the capacity of a larger team while freeing human staff to handle cases requiring personal attention.

The launch follows PayNearMe's acquisition of Marr Labs' technology assets and key personnel. The deal strengthens the company's product, engineering, and AI teams, expanding its ability to deploy agentic AI across more payment workflows.

The move reflects growing interest in agentic AI applications for financial services. Collections and servicing generate high volumes of routine interactions that benefit from automation, but these processes also require access to payment data and the authority to execute transactions — capabilities that distinguish action-oriented agents from conversational assistants.