Attending my first ACA International Convention was eye-opening, both in terms of the scale of the industry and how much transformation is underway. As someone still getting their feet under them in the collections world, here are a few things that really stood out to me and felt relevant to what we’re building at Tratta:
4 Takeaways from ACA 2025
- Compliance is a moving target - It was clear from both panels and hallway conversations that regulatory momentum isn’t slowing. The CFPB is becoming more assertive, with a particular focus on digital communication, AI-driven interactions, and consumer data protections. A lot of agencies seem to be taking a “wait and see” approach, but that’s risky. My takeaway is that staying proactive, especially with audit-ready processes and tech, is going to be a strategic advantage.
- AI and automation are everywhere, sort of - There was a lot of buzz around the benefits of AI in debt collection, including agent assist, predictive outreach, and compliance review, but most shops are still early in implementation. One panelist put it well: “Everyone has a roadmap, but no one has a map.” The clear risk is doing "AI for AI’s sake" without measurable outcomes or regulatory clarity. If we can focus on responsible, transparent AI adoption that solves real problems, we’ll be in a strong position as the space matures..
- Digital isn’t optional anymore - Consumers expect digital-first options like email, text, and self-service portals, but many agencies haven’t figured out how to unify those channels into a coherent experience. It’s not just about having digital tools, it’s about making them intelligent, compliant, and consistent. This stood out as an area where we’re already ahead at Tratta, and it reinforced how important it is to keep pushing our focus and agenda.
- There’s a real appetite for modernization - The industry is clearly in transition. Some are still operating like it’s 2005, while others are leaning hard into digital transformation. What most have in common is a desire for partners who understand compliance, data transparency, and the real-world constraints of collections. There’s a big opportunity here, not just to modernize but to do it in a way that’s practical, defensible, and scalable.
Final thought on compliance, modernization and the benefit of AI in debt collection:
Coming in as someone newer to the space, the convention helped me connect the dots between what the industry is wrestling with and where Tratta fits in. There’s real momentum for change, and a lot of room to lead if we stay focused on responsible automation, transparency, and supporting both agencies and consumers.
