ATS Group: Streamlining Debt Collection with Cloom AI

Challenges

As a collection company, ATS Group faced significant challenges in managing high volumes of outbound and inbound calls to recover debts. Their agents spent excessive time on repetitive tasks like manual note-taking and updating CRM systems, leading to inefficiencies and high operational costs. Compliance with regulations like the FDCPA and FCRA was a constant concern, requiring meticulous documentation and monitoring. Additionally, lengthy onboarding for new agents resulted in high turnover rates, further straining resources and impacting recovery rates.

Solution

ATS Group partnered with Cloom AI to implement a real-time agent assist solution tailored for collections. Cloom AI’s platform provided automated note-taking, generative response suggestions, and seamless CRM integration, reducing manual workload. The AI copilot analyzed conversations in real-time, ensuring compliance with FDCPA and FCRA by flagging potential issues and suggesting compliant language. Custom-built models were designed to understand the nuances of debt collection interactions, enabling agents to focus on high-value tasks like negotiating repayment plans.

Impact

With Cloom AI, ATS Group transformed their operations. Agents saved 20 hours per week on administrative tasks, allowing them to handle more calls and improve recovery rates. The $0 implementation cost meant immediate adoption without upfront investment, and the company saved $10,000 monthly by reducing manual processes and agent turnover. Compliance improved significantly, with automated monitoring reducing errors by 30%. Customer satisfaction also increased due to faster, more personalized interactions, strengthening ATS Group’s reputation in the industry.