The Collections and Recovery Customer Assistance template now supports the voice channel helping service agents to handle Collections queries efficiently. By using the voice channel, borrowers can find collection plan details, request payment extensions, and add representative contact details. Real-time understanding of conversations provides a more natural experience during high-stress interactions such as debt recovery. The reasoning engine identifies intent from spoken dialogue to provide relevant answers and take corrective actions autonomously.
Note: The user interface of this product is available in English only and may not be fully supported in other languages.
Where: This change applies to Lightning Experience of multiple Industries clouds with the Collections and Recovery add-on license.
How: Create an agent by using the Collections and Recovery Customer Assistance template and connect the agent to Telephony.