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The economic free fall since mid-March, coupled with government restrictions on collections & recovery activity related to the COVID-19 pandemic, has caused many lenders to review their portfolios for effective management. Incremental to leveraging AI and machine learning models for originations, collections, and account management, there is a pressing need to advance digital omni communication capabilities enabling two-way customer interaction with dynamic strategic action. Shelter in place orders shut down numerous call centers, generating a huge chasm for customers trying to reach their providers and vice versa. Reemergent criteria requires significant footprint change accommodating human resources interaction and reducing resource, driving a need for supplemental and possibly replacement tools to sustain ongoing operations. FICO, a global leader in financial service automation, delivers AI, machine learning, and decisioning software driving digital interaction to fill this need providing a highly adaptive tool suite for evolving demands and building crucial operations Resiliency for now and the future.