TCN, Prodigal partner to support call center agents

CALIFORNIA, UNITED STATES — Consumer finance intelligence Prodigal and cloud-based technology provider TCN announced a partnership that would leverage technology to support, not replace, agents working in collections call centers.

According to a recent Goldman Sachs report, generative artificial intelligence (AI) could impact 300 million jobs worldwide. The report highlights that administrative support jobs are particularly at risk, as many tasks could be automated through AI technology.

Amid issues in hiring and retaining representatives and meeting new consumer preferences, both firms will provide solutions to streamline call center workflows. These include dialing, offering customers self-payment options, coaching agents to success, and eliminating some administrative tasks by automating agent call notes.

Prodigal says these developments will allow agents to focus on customers and improve conversations and interactions.

“We continuously turn account intelligence into specific, actionable recommendations for consumer finance teams. This is a perfect match for TCN’s commitment to improving the call center experience from the inside out,” said Prodigal’s CEO and co-founder Shantanu Gangal.