include customer service, where omnichannel agents deliver consistent, compliant responses around the clock; fraud and risk monitoring, with real-time anomaly detection and lighter manual-review loads; loan servicing, with instant, accurate answers and automated follow-ups that lower handle times; delinquency management, where outreach adapts to borrower intent and personalized payment plans improve cure rates; and back-office automation, covering data entry, document processing and QA scoring. In continuous QA, every voice or chat interaction is scored by an evaluation agent against criteria tied to regulatory and internal policy, flagging non-compliance, surfacing trends on team and topic dashboards, and routing feedback to supervisors. In automated servicing, an agent captures caller intent in real time, retrieves the next-best response from approved knowledge bases and servicing guidelines, and writes updated information, such as payment status, promises-to-pay and address changes, back to core systems so the next interaction starts with the current context. In both cases, the value comes from redesigning the whole loop, not affixing a chatbot onto the front of it. The Board’s Checklist AI is neither a silver bullet nor a dud; it is a capability that rewards purposeful, well-governed deployment and punishes the opposite. Before approving an AI program, boards should confirm that management has four things in place: a documented AI strategy tied explicitly to borrower value and operational efficiency; a governance framework aligned with regulatory expectations; robust vendor controls, testing protocols and model-lifecycle oversight; and clear policies for privacy, fairness, explainability and incident escalation. The institutions that get this right will not be the ones that adopt AI earliest or spend the most. They will be the ones who deploy it with clear objectives, redesigned workflows and humans firmly in the loop. Michael Goh is the cofounder and CEO of Krew. Prior to Krew, he led speech benchmarking at Artificial Analysis, an Andrew Ng-backed company, where he worked alongside OpenAI and Amazon to conduct performance and quality evaluations for their multimodal LLMs, focusing on speech inputs. Michael earned his MS in computer science from the University of Chicago, where he was a Global Fellow, and his BA in economics and management from the University of Oxford, where he was a Fung Scholar. 1 MIT, “State of AI in Business 2025” (Challapally et al., 2025). 2 METR, “Measuring AI Ability to Complete Long Tasks” (2025). 3 Gartner, “Hype Cycle for Artificial Intelligence” (July 2025). 4 The Wall Street Journal, “Companies Are Struggling to Drive a Return on AI. It Doesn’t Have to Be That Way” (2025). 5 Boston Consulting Group, “The Widening AI Value Gap” (2025). 6 McKinsey & Company, “The State of AI in 2025: Agents, Innovation and Transformation” (2025). YOUR DEBT PORTFOLIO MAY NOT BE KEPT IN HERE, BUT IT’S STILL AN ASSET They may not be currency, but debt portfolios which include credit card, auto deficiency, overdraft, judgements or commercial and consumer loans definitely have value. We’ll buy your debt portfolio from the last four years, with minimum sizes of $100k on at least ten accounts and no maximums. We’ll even walk you through the sales process to help with compliance and data integrity. To offload your debt portfolio, contact Craig Geisler at cgeisler@cherrywoodenterprises.com or (321) 247-5066. Colorado Banker 18
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