About Customer
Established in 2010, Mountain Peak Law Group, PC is a law firm specializing in creditors' rights, focusing on debt recovery and collection. The firm's mission is to serve the growing need for legal collection services across the United States. It operates primarily in Oklahoma, Colorado, Nevada, Utah, and Wyoming, offering debt collection services to businesses, banks, and other creditors
Customer Objectives
- High Call Volume: The firm experienced a significant volume of calls for debt-related inquiries, including balance checks, file numbers, and payment status, which were handled manually by agents.
- Manual Payment Processing: Payment collection was inefficient, relying on manual input, and causing delays or errors in processing.
- Limited Operational Hours: Agents were not available 24/7 to handle customer queries or process payments.
Our Solutions
Floatbot.AI successfully deployed Agent M based Voicebot & Chatbot on Cloud for Mountain Peak Law Group, PC within 16 weeks. This Voice & Chat based solution was integrated with JST backend systems and Payment IVR to facilitate smooth debt collection.
- Seamless Call Forwarding to IVR for Payment Processing
Following user authentication, if the customer is ready to make a payment, the Voicebot will forward the call to a Payment IVR to complete the Payment. Also, the entire information is shared with JST backend systems as per the requirement outlined by the Client in the specified format.
- 24/7 Self-Service Assistance for User Queries
The Voicebot & Chatbot handles common inquiries such as Balance, File Number and other queries without agent intervention. It provides instant assistance, reducing call wait times and improving service efficiency.
- Live Agent Transfer
If the Voice AI detects a complex issue, it will intelligently route the call to a live agent, ensuring a seamless customer experience.
- Bilingual Support
By supporting English & Spanish, Floatbot.AI caters to and ensures a better user experience for all customers.
Technical Challenges
- Multiple Instances of Hallucination
- Flow & Textual change requests during development, UAT & Post Go-Live
The Results
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$310K+ Payments Processed within 2.5 Months of Launch
The Voice and Chat AI helped process & collect more than $310K with an average of $1000 per user within just 2.5 months of launch
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300+ User Queries Resolved
More than 300 User Queries regarding Balance, File Number and others were resolved by the Voice & Chat AI
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Customer Satisfaction
Enhanced customer satisfaction with 24/7/365 availability
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