AI-powered workflow automation platform Prodigal has announced new enhancements to its product suite to provide real-time insights to call centres in financial services firms.
Prodigal says its upgraded product suite now contains tools that help debt collection call centre teams automate and take control of their tasks. The suite now includes three tools, namely ProNotes, ProAlerts, and ProAssist, that help financial businesses get the most out of their operations.
Nayrhit Bhattacharya, the product lead at Prodigal, said: “Prodigal turns interactions into insights. These standardized and structured insights flow between stakeholders like loan originators, capital providers, agencies, and customers. This improves the speed and transparency of decision making; delivering a customer-first experience while decreasing the cost of loan operations.”
“Lenders lose about a third of their time to routine tasks like filling out paperwork or following up with customers after calls. Prodigal automates many of these processes, freeing up an enormous amount of time for agents to focus on the human side of their interactions with customers,”
Two of the new tools help agents while the third supports call centre managers. ProNotes is designed to listen to live agent conversations with customers and detect key information in form of a brief summary. The speed of this process is just below 3 seconds, thanks to powerful AI and machine learning algorithms. Prodigal says this feature saves over 2 hours of agent’s time per day.
ProAssist offers agents the next-best phrases to say based on real-time conversational AI models which analyse the conversation as it happens. This helps improve payments, customer experience and compliance by providing agents with dynamic instructions and scripts.
The third tool, titled ProAlerts, is an AI-powered supervisor dashboard that allows managers to monitor agents in real-time and get real-time alerts to assist and support them when it’s needed.
Prodigal says the three tools are expected to be available for early access to all users at the beginning of 2022.
