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Collections and AI
Built to perform across the customer journey.
22¢ to 8¢, 2X recoveries: Day Knight & Associates Scales Smarter with Skit AI for Debt Collections.
How Skit.ai helped Day Knight and Associates cut cost per-dollar from 22 cents to 8 cents and doubled recovery across their healthcare and consumer debt portfolio
The Company
Founded in 2001, Missouri-based Day Knight & Associates specializes in healthcare and consumer debt. As an early adopter of voice Al for debt collections the agency progressed from outbound and inbound Voice Al to Skit.ai’s full multichannel suite. This staged rollout provided a rare three-point data series illustrating the specific impacts of Voice Al and supplemental SMS. Within one month of going multichannel, the agency saw clear, significant improvements across all performance metrics.
What The Data Showed
| Dimension | Insight |
|---|---|
| Channel exclusivity | A substantial portion of consumers can only be reached via either voice or text — proving a voice-only approach insufficient for full portfolio coverage. |
| Complementary channels | Adding SMS to existing voice campaigns produced incremental penetration of previously unreachable accounts and generated new revenue — confirming the channels are not cannibalistic. |
| Cost efficiency | Achieving higher account penetration without increasing headcount directly results in a reduction in the cost per recovery. |
| Compliance advantage | Automated, consistent outreach with full audit trails significantly lowers regulatory compliance risk — especially critical for sensitive healthcare debt versus less consistent, manual agent-led outreach. |
Customer Context – Our Approach To Fix The Challenges
The Solution
The Results
2X
Collections through
multi-channel outreach
2.5X
Right-Party Contact (RPC)
2X
Connectivity Rate
from 10%-20.2%
63%
Reduction in Cost of Collections
After adopting Skit.ai’s multichannel platform, we were able to double our collections and connectivity rate. Given that consumers tend to have a preferred communication channel, we are proud to offer them the ability to choose among various automated channels, maximizing their engagement. Combining voice and SMS capabilities has enabled us to make our collections more efficient and scalable.
Kevin Baich
VP of Business Development at Day Knight & Associates
To Summarize
Day Knight & Associates had already demonstrated that Voice Al worked. The multichannel deployment answered a more important question: how much of the portfolio was voice Al simply not reaching? The answer turned out to be a substantial, recoverable segment. Adding SMS didn’t reduce voice performance in fact it unlocked a parallel audience. Collections doubled. Cost fell by 63%. And the operation became structurally scalable for the first time, no longer dependent on hiring to grow. Within one month, the agency had a new benchmark for What AI for debt collection looks like.
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