A leading fintech point-of-sale financing service wanted to lower customer service costs. Its offshore staffing model already kept overhead low, so every further gain had to come from efficiency.

• 22% reduction in average handle time
• 10% cost savings within 3 weeks
• 85% immediate agent adoption with no coaching

The challenge

The lender's offshore teams performed well, but leadership wanted to lower costs further. They were also interested in more accurate, standardized call notes and the insight that could come from them, so they chose proNotes.

The solution

Prodigal's speech and natural language processing AI creates accurate, complete call notes in real time. Agents no longer have to take notes, so they can focus on the customer and skip laborious after-call work. Because the notes are standardized, managers can draw insight across many calls.

The results

85% of agents saw the value immediately and adopted proNotes with no coaching. Average handle time dropped 12% right away, delivering 10% cost savings within three weeks, and the reduction grew to 22% as usage increased. Consistent, accurate notes also gave the lender data-driven insight to power growth.

“Prodigal delivered more than double the cost savings we were looking for, as well as improving note accuracy and offering insights we can use to improve our business.”
Chief Operating Officer

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