Optio Solutions, a leading Accounts Receivables Management agency, was facing the challenge of reviewing tens of thousands of calls and hundreds of thousands of call-recording minutes every month due to its growth. Even with a dedicated team of Quality Management (QM) analysts, Optio could only sample a small percentage of calls. The existing call review and speech analytics tools proved slow and laborious, making the process inefficient.

A leading Illinois-based collections agency, specializing in healthcare and retail receivables, was facing a significant challenge in managing their after-call work. The agency wanted to minimize the time their agents spent on after-call tasks and increase their in-call productive time. The goal was to enable their agents to work on more accounts and focus more on talking to borrowers, rather than getting distracted by other tasks. The agency was looking for a solution that could help them streamline their operations, increase productivity, and ultimately, improve their bottom line.

Rash Curtis & Associates, a collections agency, was grappling with the challenge of losing significant agent call time daily to repetitive tasks such as comprehensive note-taking. The agents were required to swiftly move from one call to another, build relationships with consumers, and document each call meticulously, all without any assistance. This situation often led to a conflict between the need for detailed note-taking and maximizing call time within a day. Upon learning about Prodigal’s ProNotes, an AI-driven, real-time call summary assistant, Rash Curtis & Associates hypothesized that automated call note transcription could potentially reduce collection costs, standardize after-call notes, and proactively route calls to the most suitable collections teams.

The coronavirus pandemic led to a sudden loss of jobs for approximately 15 million Americans. This situation led to a surge in stressful discussions between Unifin's agents and borrowers, particularly concerning loss of employment and health concerns among the elderly. Unifin identified a problem where some agents failed to empathize with the borrowers' stressful situations, which was considered a Level 4 infraction. Unifin needed a quick mechanism to identify these infractions among thousands of calls each day and educate the agents to drive more empathy towards borrowers.