Call center ai · Production

Fortune 500 bank improves collections yield with Cresta AI Agent Assist

The problem

A major U.S. consumer bank found collectors were not adhering to the negotiation playbook, while team managers lacked visibility and could only review one call per collector per week, creating performance gaps and raising compliance concerns.

Workflow diagram · grounded in source
1
Inbound/outbound collection call
trigger
“deploy Cresta's capabilities to a selection of both inbound and outbound reps”
2
Agent Assist real-time guidance
ai_action
“Cresta's Agent Assist guides collectors through the ideal negotiation flow and measures adherence to the playbook so that collector performance can be measured and improved in real-time”
3
Checklists and Hints prompts
ai_action
“Features like Checklists and Hints provide collectors with the reminders and prompts they need to ensure compliance, to collect the full amount due, and to overcome client objections”
4
Knowledge Base integration
integration
“Guided Workflows and a seamless integration with the company's Knowledge Base ensures that collectors are supported through any unknowns that may arise”
5
Supervisor coaching via Cresta Coach
feedback_loop
“With Cresta Coach, supervisors are equipped with real-time insight into playbook and call flow adherence which allows them to coach collectors on the right behavior at the right time”
6
Collections outcome delivered
output
“leading to larger and more timely payments”
Reported outcome

Cresta delivered a 4x improvement in playbook adherence within three weeks, leading to larger and more timely payments, while managers gained real-time visibility without pulling collectors off the phones.

Reported metrics
Promise-to-pay per right party contact11%
Promise amount relative to balance26%
Playbook adherence improvement4x
Negotiation components present on calls (baseline)5%
Show all 5 reported metrics
Promise-to-pay per right party contact11%
Promise amount relative to balance26%
Playbook adherence improvement4x
Negotiation components present on calls (baseline)5%
Calls reviewed per collector per week (baseline)one
Reported stack
CrestaAgent AssistCresta CoachChecklistsHintsGuided WorkflowsKnowledge Base
Source
https://cresta.ai/customers/major-bank
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Cresta delivered a 4x improvement in playbook adherence within three weeks, leading to larger and more timely payments, while managers gained real-time visibility without pulling collectors off the phones.

What tools did this team use?

Cresta, Agent Assist, Cresta Coach, Checklists, Hints, Guided Workflows, Knowledge Base.

What results were reported?

Promise-to-pay per right party contact: 11%; Promise amount relative to balance: 26%; Playbook adherence improvement: 4x; Negotiation components present on calls (baseline): 5% (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Inbound/outbound collection call → Agent Assist real-time guidance → Checklists and Hints prompts → Knowledge Base integration → Supervisor coaching via Cresta Coach → Collections outcome delivered.

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