The most complex collections work is often the most difficult to staff.

When a balance is accruing interest and a customer needs a payment plan, the conversation has traditionally required an experienced collection professional. That professional must apply the appropriate rules, calculate an approved option, explain it clearly, and recognize when human intervention is needed.

Lotane & Associates was adding new business while operating with a lean collection team. As volume grew, experienced collections professionals remained difficult to recruit, creating a potential constraint on growth.

The firm turned to Prodigal.

Why Lotane & Associates Chose Prodigal

Lotane & Associates deployed Prodigal's AI agent as Reva.

After locating the relevant file, verifying the customer, and applying the appropriate account and disclosure rules, Reva can calculate an installment using the interest-bearing amount, interest-free amount, and approved payment duration.

Reva explains the available option, establishes the payment plan, and can process an ACH payment during the same conversation. Card payments follow the approved process through the firm's existing payment processing partner, PaymentVision.

Disputes, hardship situations, failed verification, and payment problems are escalated to the Lotane & Associates team.

Behind that decision path is Prodigal's understanding of customer behavior, collections workflows, and the regulations governing each step. This allows Reva to carry approved payment arrangements through to completion while recognizing when a conversation requires human judgment.

More Capacity for The Team

Early results show Reva containing 49.6% of inbound calls while collecting payments-in-full and establishing payment plans.

By translating interest, payment duration, and account rules into an arrangement the customer can understand and act on, Reva gives the team more time to focus on matters requiring legal judgment.

For teams handling legal collections and subrogation, the broader opportunity is to extend collections capacity across more conversations while preserving human expertise for the matters that need it most.

Bring AI Into Your Collections Operation

See how Prodigal helps legal collections and subrogation teams deploy AI agents around their strategies, systems, and compliance requirements.

Talk to our team.