REPAY Holdings Corporation has introduced REPAY Voice, an artificial intelligence-powered interactive voice response solution for conversational phone payments.
According to the official press release, REPAY Voice replaces traditional menu-based phone systems with a virtual agent capable of understanding spoken instructions, applying account-specific context, answering questions, and processing payments during the call.
The solution uses a large language model to allow callers to speak in natural language rather than navigate scripted menus or button-press prompts. According to the company, the virtual agent recognises a caller's phone number, guides them through identity verification, and presents current balance information alongside saved payment methods. Callers state their intent verbally, and the system confirms transaction details before processing payment.
REPAY positions the tool as an alternative to conventional IVR systems, which it describes as a source of friction for both callers and the businesses that operate them. The company states that REPAY Voice is designed to reduce call abandonment and improve payment completion rates relative to traditional phone-based payment channels.
At the same time, REPAY has identified several sectors as intended users of the solution, including consumer lenders, utilities, government agencies, credit unions, banks, automotive finance providers, collection agencies, and servicing teams. These organisations typically handle high volumes of inbound payment calls, where reducing call duration and repeat contacts has direct operational relevance.
The company states that businesses adopting REPAY Voice can expect higher payment completion rates, lower call centre volume, configurable call flows, and payment support integrated into the conversational interface.
Industry context
The launch reflects a broader shift in the payments and customer service sector towards conversational AI interfaces, as businesses look to reduce reliance on static, menu-driven call systems. Voice-based payment tools built on large language models are increasingly positioned as a way to combine identity verification, account servicing, and transaction processing within a single interaction, rather than routing callers between separate menu options or human agents.
For sectors such as utilities, government services, and consumer lending, phone remains a significant payment channel alongside digital options, particularly for customers who prefer or require voice-based interaction. Reducing friction in this channel has implications for both collections efficiency and customer experience, particularly for organisations managing large volumes of recurring or overdue payments.
Matt Morrow, Executive Vice President, Consumer Payments at REPAY, said traditional IVR systems have represented a pain point for consumers and businesses alike, and that replacing scripted prompts with conversational interaction is intended to increase the proportion of calls that end in completed payment while reducing repeat contact from frustrated customers.
REPAY did not disclose specific implementation timelines, pricing, or client deployment details in connection with the launch.
