Before Kato, our account-to-collector ratio meant agents spent too much time dialing and not enough time resolving accounts, which left recoveries on the table. Kato now runs our daily outbound collections calls on a targeted population of accounts, engaging borrowers at scale and escalating only the right conversations to our team. This is saving our team over two hours per agent per day and driving dollars through the door, while allowing agents to focus on real resolution work. We plan to keep building on this initial success by working with Kato on new capabilities like using our internal data to optimize outreach logic and automating payment setup.
@ Digital Lending Platform
With Kato, the team fully automated early-stage collection calls and is seeing clear operational impact across key servicing metrics:
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hours saved per agent per day
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recovery ROI
Company Overview
A digital lending platform offering installment loans to millions of consumers across the United States.
Problem
The lender's collections team managed a large and growing volume of delinquent accounts, but a high account-to-collector ratio made it difficult to reach borrowers consistently. Agents were forced to prioritize which accounts to work, leaving many delinquent borrowers uncontacted.
As a result, meaningful recovery opportunities were left on the table, while agents spent a disproportionate amount of time on manual dialing, waiting, and low-yield calls instead of resolution.
The lender needed a solution to engage delinquent borrowers at scale that met the following criteria:
Automated outbound outreach to ensure consistent coverage across delinquent accounts without adding headcount
Seamless escalation to human agents only when a conversation required judgment or intervention
Solution
The lender partnered with Kato to deploy a Voice AI agent to run daily outbound collections calls. The agent consistently engages delinquent borrowers to drive payments or structure promises to pay, with escalation to human agents when needed.
The implementation went live quickly and was tailored to the lender's collections workflows, with key capabilities including:
Compliance-first execution: Calls followed time-of-day, consent, and disclosure requirements with full auditability
Resolution-ready escalations: Warm transfers included verified borrower identity and conversation context
Fully managed agent: Kato owned call logic, scripting, and backend configuration, reducing operational overhead for the lender's team
Responsive iteration: The Kato team refined scripts and call flow based on borrower behavior - simplifying call introductions, improving verification language to reduce drop-off, and blocking wrong numbers from future outreach
As a result, Kato is driving right party contacts and recovery dollars while saving agents hours each day and allowing them to focus on higher-impact work like resolving payment issues. Transfers arrive verified and resolution-ready, enabling faster and more effective borrower outcomes.
Building on this initial success, the lender plans to continue working with Kato on capabilities such as using their internal data to optimize outreach logic and automating payment setup to further reduce agent workload and drive incremental recoveries.
