Before Kato, our agents simply didn't have the capacity to conduct outbound calls across our growing portfolio. Kato now handles daily outbound collections calls across all of our credit products, engaging borrowers consistently and only transferring escalations to our team. This saves each agent over three hours per day and is already driving additional recoveries through the door. We started with manual CSV uploads, but Kato quickly built a custom Salesforce integration, so now the entire process runs on autopilot.
Director of Underwriting & Collections at Bluevine
With Kato, Bluevine automated outbound collections and is seeing measurable impact across key servicing metrics:
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hours saved per agent per day
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recovery ROI
Company Overview
Bluevine is a powerful business banking platform built for where you are and where you’re going - with lower fees, effortless money movement, and access to working capital.
Problem
Bluevine's collections team lacked the bandwidth to consistently reach delinquent borrowers across their growing credit card, line of credit, and demand deposit portfolios. Agents spent hours on manual outbound dialing rather than focusing on complex cases that required human judgment, leaving significant recovery opportunities untapped.
To scale their collections operation, Bluevine needed a voice AI solution that could:
Consistently contact every borrower across all portfolios
Escalate intelligently to human agents when necessary
Store and process data exclusively within the US
Support customizable data retention and deletion policies
Integrate seamlessly with their CRM (Salesforce)
Solution
Kato deployed a voice AI agent to automate daily outbound collections calls across all of Bluevine's credit portfolios. The AI agent engages delinquent borrowers proactively and escalates complex cases to human agents with full context.
The implementation launched within a week and was purpose-built for Bluevine's compliance requirements and operational workflows:
Data Security & Compliance: Kato engineered custom data deletion policies that automatically delete input data after 7 days and output data after 6 months, meeting Bluevine's strict data governance standards. All calls adhere to time-of-day restrictions, consent requirements, and disclosure protocols with complete auditability.
Seamless integration and transfers: A direct Salesforce integration replaced manual CSV uploads, automatically triggering calls daily based on real-time portfolio data. The Kato platform also provides warm transfers with verified borrower identity and full conversation context, enabling human agents to resolve escalations efficiently.
Fully managed agent with fast iteration: The Kato team proactively improves call logic, scripting, and backend configuration, delivering same-day updates as Bluevine’s business needs evolve - such as adjusting transfer concurrency to match staffing levels
As a result, Bluevine's collections agents now save hours every day and can focus exclusively on escalations and resolution-ready conversations - driving a 20x recovery ROI while enabling the team to handle portfolio growth without adding headcount.
