Our agents were wasting valuable hours every day just dialing borrowers and repeating the same verification steps. With Kato, we’ve automated both outbound collections and inbound verification. This has saved our team hours daily, improved pickup rates, and given agents time back to focus on higher-impact work like actually resolving payment issues. We’re excited to work with Kato to continue to automate more of our workflows like funding and low balance accounts to drive even more time savings.
Servicing Operations Lead
With Kato, Parafin automated both inbound and outbound servicing workflows, saving agents hours every day
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hours saved per agent per day
Company Overview
Parafin is a financial infrastructure company that provides platforms with embedded financial products for their small businesses by abstracting the complexity of capital markets, underwriting, servicing, compliance, and customer support.
Problem
Parafin’s servicing and support teams faced two major pain points:
Outbound: Servicing agents spent hours every day manually dialing delinquent borrowers to resolve failed payments but only connected with a small % of borrowers
Inbound: Customer support agents lost a third of their day repeating the same identity verification process on every inbound call before they could even start resolving issues
Valuable time was wasted, borrowers faced slower resolution, and agents were stuck doing repetitive, low-value work.
Parafin needed a solution that could:
Automate both outbound and inbound workflows without adding operational complexity
Guarantee compliance and accuracy at every step
Deliver quick time-to-value with a lightweight implementation
Solution
Parafin partnered with Kato to deploy a Voice AI agent that automated both outbound and inbound workflows:
Outbound: Run daily calls to delinquent borrowers, verify identity and willingness to resolve the issue, and then transfer them directly to agents - so agents only spend time with borrowers ready to take action.
Inbound: Conduct high accuracy name and email verification at the start of each call, so borrowers reach live agents ready to resolve issues immediately.
The implementation was customized to Parafin’s environment and went live quickly, with key capabilities delivered including:
Compliance: All calls followed time-of-day and consent logic, with full audit trails
Custom implementation: Tailored to work with Parafin’s existing Zendesk support stack
Analytics portal: An easy-to-use dashboard tracking call volumes, outcomes, recordings, and transcripts
Fully managed agent: Kato owned call logic, script updates, and backend configuration
Responsive iteration: The Kato team quickly refined scripts and call strategies based on borrower behavior
As a result, Parafin has seen higher pickup rates, while agents now spend their time speaking with borrowers whose identity is verified and are ready to resolve their issues, instead of repetitive dialing or verification. Borrowers also benefit from faster, more consistent outreach that helps resolve delinquencies sooner and with less friction.
Building on this foundation, Parafin is expanding with Kato into funding workflows, low-balance reminders, multichannel engagement through text messaging, and deeper integrations with Salesforce and Zendesk to drive even greater impact.
