The following Guide will review Recommended AI Actions and its correct use
Please Note: The AI Assistant provides data-driven recommendations. It does not offer legal or financial advice.
The Recommended AI Actions will display a list of cases available for manual actions with their corresponding Case ID, Each Case is clickable and will be highlighted in a darker blue, once clicked it will bring that case up as a “Selected Case” where users can view the full details of said case.
Case ID: An ID number that is specific to each case, useful to know what case is being dealt with.
Action: The action recommended by Ai, this action is data-driven and will always work towards the closure of each case taking into consideration the current workflow stage, actions can be: Call, Email, send letter, etc.
Description: The description mentions what type of Email or call is required.
for example:
- Call: Contact is necessary for resolving the outstanding balance
- Email: Follow up communication with debtor.
Users can toggle how many recommendations they choose to view per page, as well as being able to scroll page by page.
All the actions recommended by Collections Cloud Ai assistant are done manually and are only suggested to improve the collection efforts.
Users will have 3 options for each Recommendation, select a case and click the options button to the right.
Escalate: Will ignore the action recommended and redirect users to legal escalation page, that will serve as its name states, To escalate a case to legal CCJ or HCW.
Done: after a case was actioned as suggested, clicking done will update and remove the recommended Ai Action message.
Dismiss: for users that decide to dismiss a Recommendation, dismissing it will not affect workflow.