Recontact is developing an AI tool that audits thousands of customer calls for lending companies, providing insights on agent performance and compliance with defined call scripts. By analyzing over 125,000 minutes of calls, the platform automatically detects violations and predicts borrower behavior, enabling organizations to enhance operational efficiency and improve customer interactions.
Funding
Funding not disclosed
Founders
Product
Problem
Lending companies face challenges in monitoring agent performance and ensuring compliance with call scripts across a high volume of customer calls. Manual auditing is time-consuming, costly, and prone to inconsistencies, hindering operational efficiency and potentially leading to regulatory issues.
Solution
Recontact offers an AI-powered platform that automatically audits customer calls for lending companies, providing actionable insights into agent performance and script adherence. The platform analyzes call recordings to detect violations, track key performance indicators, and predict borrower behavior. By identifying areas for improvement and potential risks, Recontact enables organizations to optimize agent training, enhance customer interactions, and ensure regulatory compliance. The AI-driven analysis provides searchable insights, allowing for quick identification of specific issues within the call recordings.
Target Audience
Recontact's primary customers are lending companies seeking to improve agent performance, ensure compliance, and optimize customer interactions through AI-powered call auditing.
Features
- Automated detection of process and critical errors, including abuse detection, within customer calls.
- Agent performance tracking based on data collated from thousands of customer calls.
- Comprehensive call analysis with suggested areas of improvement for each agent.
- AI-powered prediction of borrower behavior, sorting "Promise to Pay" (PTP) instances into high, medium, and low confidence levels to optimize collection strategies.
- Searchable insights across thousands of recordings in multiple languages with proper citations.
- Integration with existing call center software, such as Exotel, Zoominfo, Dialpad, and Kaleyra.