Risk – Configuration tab

What is it? – The Auto Caller is some very clever functionality using AI tech which allows lenders to enable or disable an automated calling function linked to the loan application form. Lenders can configure specific yes/no questions for applicants. During the call, the Auto Caller asks these questions, records the applicants’ responses, and makes them available for review in either the Application or the Assessment layer for the lender.

NOTE: Speak to us about setting up the functionality first, as it’s a tailored solution we can offer your business

What can it help you achieve? – It was initially scoped and designed for those times that you can’t reach customers by phone or during business hours inevitably delaying the progress of a loan application. Auto caller will help you collect application information from customers digitally and pull it through to the application for the lender to review. This way you can keep the process moving and reduce delays.

What’s the CX? – The customer can answer loan-related questions through a secure mobile form, that uses MFA, and they can do it at a time that suits them. This way they can also keep their application moving without needing to find time to make or answer a call.

Once the functionality is setup (refer to the above note), the user enters an application and under the ‘Caller’ tab in the application layer, selects the blue button as seen in the below image ‘Add Caller‘, which initiates the questions set that has been tailored to your needs.  The lender then sends the customer branded SMS , Email (or both).

After the customer recieves the branded SMS, Email (or both), all configured first by the lender of course. The Customer then logs into their customer portal, exactly like they would if you were requesting a document from them.

Consent screen and Question Flow – When the customer logs into the customer portal, under the “To Do” section will be an option to make a call to answer several questions (the amount determined by the lender). A dialog box now opens, consent is gathered through narration and visual confirmation. The chatbot reads the disclaimer aloud, shows it on screen, and continues.

Question Flow

Each question is delivered visually (in a chat style bubble) and via an AI voice (Text-To-Speech). Users respond by speaking or tapping their response from the available options. The system detects input and proceeds automatically. No “Next” buttons, no manual progression.  If the response isn’t a ‘Yes‘ or ‘No‘ then it will ask the questions again.

The Policy Exception configuration (see Image 1) can be used prior to approval to refer an application to the appropriate delegated authority for completion of all policy checks before loan approval.  This configuration helps to strengthen governance and risk management by preventing loans from being approved without full policy validation and consequently reduces the risk of post-approval rework, exceptions, or audit findings.

Image 1

Go to an application in the Assessment layer and complete all assessment steps as usual. After all assessment steps are in place, you’ll see both the standard green ‘Approve Loan’
button and a darker green ‘Further Review’ button (see Image 2).

From here, you can either approve your loan as usual or refer it for ‘Further Review’. To do so, click on the ‘Further Review’ button.

This opens a pop-up which allows you to refer this application to the staff members listed. Select the staff member of your choice and click Save.