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    10. Customer Agents

      Customer Agents

      We've launched Customer Agents: AI that automates credit control decisions for each individual customer, rather than applying one fixed workflow to everyone. Traditional software follows rigid sequences (day 3 reminder, day 7 follow-up, day 14 escalation), treating every customer the same. We built Customer Agents differently. You set the rules of engagement — which channels we can use, how persistent to be, what actions we're allowed to take, and where you want a human in the loop. Within those rules, the agent decides the next best action for each customer. Two capabilities are live today: Optimised reminders learn which timing, channel, and cadence combination gets each customer to pay, adapting as new payment data comes in. New customers start on a standard sequence, which we then refine based on what actually works. Automated late fees apply statutory interest and fixed compensation to overdue invoices from the original due date. Payment links update as interest accrues, grace periods give customers a window to pay first, and reconciliation back to your accounting software (like Xero) happens automatically. We also send account statements when a customer goes quiet and retry failed payment methods — each configured once and applied automatically when relevant. Our aim is to remove the admin overhead that's historically stopped businesses enforcing rights like UK statutory late payment interest, in place since 1998. Our approach: you define what good looks like and set the constraints; we handle execution. Next, we're building routing rules to assign new customers to the right agent, and approval flows for sensitive actions.

      Adfin