AI in Real-Time Agent Assistance

Hands reaching into a toolkit. The kit includes wrenches, sockets, pliers and more.

Now that we’ve talked about the benefits of agent assistance tools, we want to give a little more insight into how it all works. 

Have you ever had a mentor? A coach? A work friend with great tips, even? ProAssist is like that. It uses artificial intelligence to function like a real-time mentor in agents’ ears. Lots of agent assistant tools provide alerts to the coaches walking the floor, while ProAssist gives every agent an individual coach, all the time. 

It’s as good as having a tenured, best-in-class collections agent, RCM representative, or loan servicing agent handhold you through the call. Think of it as the football coach, observing the whole game and then passing on relevant inputs to the right players at the right time. 

That’s how it works. It’s not only possible, but also affordable — largely because of how adept ProAssist is at deriving context. 

ProAssist Derives and Applies Context

ProAssist is able to match the following through integration with dialers, CRMs, and other contact center and customer care solutions:

  • Customer details, including name, location, account
  • Debt or account details, including enterprise, amount, date
  • Past payments, including date and amount
  • Past conversations, including failed disclosures, expressed rebuttals, expressed desires to pay, insurance claim references, and more 

The result of such successful context derivation is that agents are able to reach a desired business outcome with less cost. Whether it’s helping you collect debt, retain accounts, avoid risk, or sell loans, ProAssist’s commitment to outcome is the entire point of having it on your side. 

How Does it Work?

The machine learning engine of ProAssist studies calls from the best 20-30 percent of agents (”best players”) who impact about 70-80 percent of collections (or other metrics where the best agents will exceed goals, like revenue). It helps proliferate the learning through real-time agent assistance. 

Through observing that process, we’ve learned that the keys to agent performance are nuanced. The most effective agents do things differently — but what? It’s complicated. 

The successful calls of these high performers are studied to understand the nuance and build artificial intelligence on key points in the conversation. That intelligence includes:

Points that may nudge a customer towards successful payment, such as:

  • when a customer is hesitant to share their verification details
  • when a customer is questioning the authenticity of the caller
  • when a customer is expressing a grievance, rebuttal, or complaint
  • when an agent proposes options (timing)

What kind of nudges are more likely to lead to a successful payment, such as:

  • empathizing with a customer’s unique situation
  • having a helpful, kind tone
  • proposing the right plans
  • a post-dated payment
  • a split-payment plan
  • a discounted immediate settlement

Account prioritization opportunities that integrate important data from the CRM and dialer to predict likelihood based on:

  • outstanding debt
  • past conversations (integration with ProNotes)
  • past debt history (if available)

Proliferating that intelligence is the next step. With this intelligence at the ready for every conversation (and always evolving), agents show better compliance adherence, greater efficiency, and, ultimately, greater effectiveness. 

Turning the Rest of your Agents into the Best of your Agents

As we mentioned, its ability to proliferate the contextual knowledge at the right time is a key element of an assistance solution’s success. But it won’t work unless that contextual knowledge is coming from the most effective agents. 

Our model is built on understanding the nuances of the best agents’ calls. It then uses that information to help standardize the entire workforce to the levels of the top performers. Bringing the skill of the most effective agents to the entire workforce is typically an intense training or retraining effort. With ProAssist, it’s not, regardless of where an agent might live or work, or how new they are to the profession or company.

Such standardization of performance results in quicker onboarding and retraining with less spend, getting your agents to “effective” much sooner. That can and should result in increased employee success and satisfaction, leading to reduced attrition (a differentiator in the agent hiring process) — and even less need for future hiring. 

Want to learn more about ProAssist and how it can help create new opportunities for effective revenue collection, loan management, and more? Reach out to our team below.

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Brian Reed

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Sourya Mukherjee

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