Josh is "very bullish" — voice AI is "the final frontier for technology to own 95% of the collection stack." The market believes humans will overwhelmingly refuse to talk to AI agents about debt; "our early data suggests the complete opposite."
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His analogy is booking a flight: ideally you never speak to anybody — you use the app. "If you have to call, it's usually for a very bad reason" — plane cancelled, lost baggage. So the real question is: "would I prefer to get a call, have an AI agent answer me within one dial, solve the entire problem and have me off the phone in 5 minutes — or the experience that you and I are familiar with when you have to call an airline?" He thinks the same is going to be true for debt collection.
The nuance from InDebted's early journey: most people really don't want to have a conversation about their debt at all — but there is a percentage of people who need to have a conversation, for whatever reason. Voice AI serves exactly that slice, which is why the company is "investing in a big way."