How Agenly helps motor finance lenders connect customer engagement, payments and sustainable arrangements.
A missed car finance payment creates a chain of work. The lender needs to reach the customer, understand what has happened, agree an appropriate next step and record the outcome. When those steps depend on separate systems and repeated staff intervention, resolution takes longer and costs more.
The UK’s consumer point-of-sale car finance market financed 2.08 million vehicles through £41.1 billion of advances in 2025 (FLA, 2026). In France, used-car leasing with an option to purchase grew 22.2% by value among ASF’s reporting specialist providers, reaching €2.705 billion (ASF, 2025).
Agenly, Qualco Technology’s Agentic AI platform for financial resolution, connects customer conversations with approved repayment options, payment completion and case management. It helps motor finance providers resolve early arrears digitally while retaining control over customer treatment.
For motor finance lenders, delayed engagement can leave both unpaid instalments and vehicle-value exposure to manage. J.D. Power reported that UK used battery-electric vehicles aged 36 months with 60,000 km retained 34.2% of their original list price in August 2026, compared with 45.1% across all powertrains. Electric-vehicle retention was improving, but the gap remained significant (JD Power, 2026).
That strengthens the case for finding a sustainable resolution before recovery and resale become necessary.
Agenly helps lenders act earlier. Machine learning supports contact timing and channel selection, while personalised SMS, Viber and Whatsapp outreach opens a conversation where customers can check their account, ask questions and explain their situation.
For collections teams, this creates an earlier opportunity to secure an appropriate payment commitment and identify customers who need additional support before arrears deepen.
A customer response does not resolve the case if payment or an arrangement still requires another call, another system or another queue.
Agenly connects the conversation to execution. Customers can access eligible options to pay immediately, select an instalment plan or commit to a payment date. Payments can be completed within the conversation, with confirmation and a resolution summary.
Consider a customer whose salary arrives after their car finance instalment falls due. Agenly can guide them through the options permitted by the lender’s rules and capture the resulting commitment. If the conversation reveals a more complex issue, operational rules can route the case to a specialist.
This matters across hire purchase, personal contract purchase and leasing portfolios, where a temporary payment difficulty, a vehicle dispute and a request to end an agreement require different treatment. Configurable eligibility and workflows allow the lender to define the appropriate response.
Effective digital resolution depends on more than conversation alone. It needs to connect customer interaction with policy, payments, workflows and operational systems. Beyond the Chatbot: What Digital Resolution Really Requires explores these capabilities in more detail.
The regulatory challenge is operational: lenders need to translate customer circumstances into appropriate treatment and retain evidence of how each case was handled.
Agenly makes approved treatment policies executable and traceable. Repayment eligibility and financial outcomes follow configurable business rules, while structured processes support hardship detection. Customers can request human assistance, while operational rules can trigger escalation where needed. Case actions, conversation events and AI interactions remain available within an audit trail.
In the UK, FCA rules require firms to show forbearance and due consideration to customers in or approaching arrears or default. This means tailoring their approach to each customer’s individual circumstances. Arrangements must be sustainable, while vehicle repossession should remain a last resort after other possible options have been explored (FCA, CONC 7.3).
Across the EU, national measures implementing the revised Consumer Credit Directive apply from 20 November 2026. Article 35 requires reasonable forbearance, where appropriate, before enforcement. Scope and transition remain important, including exclusions for some leasing agreements and transitional treatment for existing fixed-term contracts (Directive EU, 2025).
Agenly supports that execution through deterministic workflows, structured escalation and end-to-end traceability, giving collections and compliance teams a consistent basis for oversight.
Agenly’s engagement, campaign, recovery and channel analytics can then help teams evaluate payment outcomes, kept commitments, staff effort and customer experience against their own portfolio. For a broader look at how Agentic AI is being applied to customer resolution, see The Agentic AI Shift in Customer Resolution.
Resolve More Before Arrears Escalate
Agenly connects the work between first contact and resolution, giving customers a clearer digital route to act while keeping treatment rules, escalation and human oversight under lender control.
How much manual work still sits between a missed instalment and a resolved case in your portfolio?
See how Agenly can help shorten that path.