Collector - March 2021 - 44

LASTWORD

How Can Artiļ¬cial Intelligence Optimize Call Flow?
This interview is an excerpt from a recent episode of ACA's podcast on artificial intelligence
and agent productivity.

I

n this episode of ACA Cast, Matt
Maloney, co-founder, president and
chief investment officer at FFAM360
Alliance Group of Companies, and Shantanu
Gangal, CEO and founder of Prodigal, dive
into artificial intelligence and call flows in a
discussion with ACA Director of Education
Kelli Krueger. This is an edited excerpt from
their conversation.
Krueger: What areas do you think AI can
help increase [agent] productivity?
Gangal: The way I think about it is an
analogy to a doctor's visit. When you visit
a doctor or a clinic, you probably spend
an hour there but will actually only see a
doctor for 15 minutes. That is obviously
the most important 15 minutes of the hour.
The doctor will diagnose you and provide
you some next steps, but the doctor is not
spending the whole hour with you.
To continue this analogy for our industry,
the agent himself would speak to the
borrower for three to seven minutes and
then they'd be off to the next call. Everything
before you speak to the borrower and
everything after you speak to the borrower
is best relegated to machines, that includes
automated loads, follow-up calls and posting
payments, as the case might be.
Maloney: There are three or four
areas in which AI has helped increase
our productivity. One of those has
been indirectly on the prioritization of
the accounts that we're working-our
scoring and segmentation. I think a lot
of [the industry's] scoring analytics and

44

segmentation has been done on static
scoring models. You would take segments of
accounts and you would score them. Perhaps
you would refresh them every once in a
while, depending upon the setting that you
have with your clients and how long you get
to keep the accounts, but those scores-just
like that segmentation, which is driven by
your scores-would be static.
Artificial intelligence has allowed us to
look at that in real time. Every single day,
our accounts are being reprioritized through
an automated workflow, with the application
of artificially intelligent analytics driving
that. Truth be told, it works really well when
you have large volumes of accounts. We have
smaller volumes of accounts so that part of
it doesn't work quite as well yet because you
need large volumes of accounts to create
those efficiencies for the productivity for
the agent.
But the other area is real-time scripts.
While you're on a phone call with a
consumer and you're working to try to
ultimately get to what our objective is,
which is payment with the consumer, we're
running different models. And so in real
time, the AI has been able to provide our
agents real-time scripting to help direct
them in the conversation.
And then certainly there is increased
agent productivity. We've been able to use
the AI in part on the back end for training.
Gangal: Can you share a couple of
examples of the metrics you track? How do
you measure the gains from, let's say, the

agents following the real-time scripts? What
other lifts have you seen?
Maloney: The real-time scripts, I'll tell
you, have been a game changer, even in
what I would still call the infancy stages
of us using this technology, especially
for the newer, less experienced agents.
The artificial intelligence has helped the
less experienced agents navigate those
rebuttals and ultimately have a successful
event on the tail-end of the call. I don't
have the statistics in front of me but it's
made a significant impact in the success
ratio and conversion rates for our newer
agents because of that technology.
To listen to the complete episode, visit
www.acainternational.org/acacast.

TM

Podcast Title: Supercharging
Agent Productivity with AI
Participants: Matt Maloney,
co-founder, president, and chief
investment officer at FFAM360
Alliance Group of Companies,
and Shantanu Gangal, CEO and
founder of Prodigal
Air date: 12/17/2020

ACAINTERNATIONAL.ORG


http://www.acainternational.org/acacast http://www.ACAINTERNATIONAL.ORG

Collector - March 2021

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