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LoanGuide.ai: Transforming Call Center Efficiency

Challenge

David Tuel / Sr. Director of Technology, Elevate Credit Customer Solutions (pending approval) Elevate Credit’s RISE inbound agents struggled with long handle times, low conversion rates, and inconsistent answers due to slow, manual knowledge base searches. This created friction during loan applications, impacted customer experience, and reduced overall operational efficiency.

Solution

Elevate partnered with Fog Solutions to launch LoanGuide.ai, an AI-powered assistant built on Azure OpenAI and Cognitive Search. Instant answers from Salesforce Knowledge Base for faster, more accurate responses. Automated loan application guidance to ensure consistency across agents. Streamlined wrap-up and hold times for smoother customer interactions. Planned integration with ServiceNow KB to further unify agent workflows Consistent, accurate answers across agents. AI ensures policy adherence across teams.

Results

Instant answers from Salesforce Knowledge Base for faster, more accurate responses.

Scalable compliance & guidance

Reduced handle & wrap-up times

Faster and more efficient calls.

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