Case Study
Partnership with CPaaS / Personal Loan company
Through a strategic partnership with an established CPaaS company, GPT- trainer deployed advanced AI sales qualification and automated phone call systems for several personal loan companies.
The client in this case study is a personal loan company with over $200 million annual revenue. It offers personal loans ranging from $1,000 to $50,000 with fixed interest rates between 6.99% and 35.99% APR. Loan terms are typically 3 or 5 years. Its primary focus is on debt consolidation, allowing borrowers to combine multiple debts into a single loan with the aim of simplifying repayment and potentially lowering interest rates.
The company also provides financial guidance through staff members who offer personalized advice on budgeting and debt management. The application process is online, requiring submission of personal information and consent to contact via various methods.
The Challenge
The client, like many others in the industry, struggles with “top of the funnel” engagement. Potential customers arrive on the website with questions about loan approval criteria, interest rates, credit score, and related inquiries, but a “Dialogflow” type chatbot is not versatile enough to capture all the business logic and respond intelligently. Traditional methods like web forms fail to keep users engaged and actively moving through the sales funnel during the very limited time while they are mentally receptive.
While a large language model powered AI chatbot will help with the automated Q&A, it cannot replace a human entirely to achieve the same level of empathy and trust. Our partners at the CPaaS company decided to deploy an automated phone system that could connect a sales agent with our AI chatbot user in real time, further augmenting GPT-trainer’s capabilities. Together, we rose up to the challenge.
The Solution
The requirements for this client are explicit:
- For support inquiries and general Q&A, the AI should directly handle and resolve them without human intervention.
- For loan qualification criteria and user-specific questions, collect user’s contact information conversationally. Then forward it to a CRM automatically.
- Once the information has been collected, if during business hours (PST), immediately connect an available sales agent with the user over the phone.
- If outside of business hours, work with the user conversationally to find a time at their convenience to receive a call from a sales agent.
Combining our respective specialties, the CPaaS provider and GPT-trainer jointly developed an integrated custom AI solution that exceeded the client’s expectations. Leveraging GPT-trainer’s multi-agent framework and its powerful AI Supervisor, the client was able to replace its traditional chatbot (Dialogflow) with an AI powered one that had both CRM and CPaaS capabilities (SMS, phone call).
GPT-trainer’s AI solution has multiple AI Agents engaged in the same conversation. Just as a team of humans would specialize in different tasks, our team of AI Agents could switch out one another depending on the user’s intent and time of day. The AI Supervisor also monitors the conversation and records information such as name, email, and phone number of the user, along with TCPA authorization and preferred callback time if outside of business hours. This is sent to an external CRM upon collection and taken in by the CPaaS company’s call center software.
The entire project went live within two weeks as a pilot, then entered full service within a month.
Results
By combining the CPaaS company’s automated call routing system withGPT-trainer's AI capabilities, the personal loan company achieved:
- 37% Reduction in customer drop-off rates during qualification.
- 42% Increase in top-of-funnel conversions.
- Improved ROI ith faster, more efficient lead-to-agent connections.
The project moved from pilot to full deployment in under 4 weeks.
Why This Matters for Software Call Center Companies
GPT-Trainer integrates seamlessly with call center and CPaaS solutions, enabling:
- Faster Lead Qualification: Automate and escalate prospects to agents in real-time.
- Reduced Operational Costs: Automate repetitive tasks without sacrificing personalization.
- Higher Conversions: Engage leads intelligently and retain them longer.
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