The We Are CORTEX team devised an Automation solution which would enable the collection team to receive request from billing or Accounts Receivables Platform. Once the process was triggered, an Agent should then be presented with surfaced data and a process to follow. The agent needed to be in receipt of different sets of consolidated information for different processes, but they must always be ready for a specific customer collection action. Importantly, many soft actions could be orchestrated by CORTEX leaving Agents to engage on ‘Super-Agent’ activities.

CORTEX would determine the collection path for the customer, based on the trigger, including whether it needed to be hard or soft steps, and then actions that process including notifying the customer. CORTEX automates checks, for example, to establish whether the payment has been made, ceasing the process and any system level activities it had invoked, once payment or the correction by the Customer has been made.
When the end of the end-to-end Collection process reaches the end of meaningful automation, the critical hard cease or other steps, are escalated for final human intervention.