Cloud and AI innovations are being deployed to provide an improved experience for borrowers and lenders.
defi SOLUTIONS offers lenders end-to-end solutions for the loan or lease lifecycle, partnering with banks, credit unions, and finance companies as they work to meet borrower expectations.
It has implemented two platforms, one from Amazon Lex and the other from Genesys Cloud CX, to help empower its business process outsourcing team as it works with lenders from across the US and in Canada.
The Genesys Cloud CX platform is an all-in-one, composable CCaaS and employee experience solution, and Amazon Lex is a fully managed AI service with advanced natural language models to design, build, test, and deploy conversational interfaces.
By using the two cloud platforms, BPO team members can offer a modern client experience with digital interactions and intelligent virtual assistants, whether they are working remotely from across the US or in the defi BPO Amherst, New York facility.
The company’s new technology stack is now omni-channel for all customer interactions via a single hub, AI-enabled for current and future innovation and features intelligent virtual assistants for all or part of a customer interaction. defi can now offer lenders and their borrowers improved response times and the digital interaction borrowers demand through AI-powered messaging that simulates human conversation through voice or text commands, Natural Language Processing (NLP) with Interactive Voice Response (IVR) for hands-free menu responses and IVR payments that are accepted any time, from anywhere without agent interaction.
“We are continuously seeking to improve our processes and services,” commented Steve Bissett, VP client services, defi SOLUTIONS. “These cloud technologies are giving us the tools we need to satisfy our lenders and their borrowers today and for the future.”
Pic courtesy of Emerj.