LSC25 | Smile.Cx | Covisian
🤖 The Future of Customer Experience Is Hybrid
How Covisian's AI Assistant Is Reinventing the Call Center from the Inside Out
Presented by Bart Miller (Covisian / CEO)
2025 LendSuite Conference Innovation Hall 2025 | Tue, Mar 11, 2025, 11:15 AM - 11:45 AM (EDT)
TL;DR: What if every call started with a live agent—then passed routine tasks to AI? Covisian’s new call center software blends human connection with AI automation, enabling reps to handle 2–3 calls at once while improving CX, retention, and efficiency.
📞 A New Kind of Call Center is Here
After 25 years running call centers and collections with CCG, Bart Miller is now leading the way into the next evolution of customer contact—powered by AI and built for efficiency + empathy.
In 2023, CCG was acquired by Covisian, a global BPO operating in 8 countries with over 27,000 associates. With that scale came the resources to develop something truly game-changing: the SMILE.Cx AI platform.
🧠 The Vision: Flip the Contact Model
Traditionally:
Caller → IVR → Hold Queue → Agent
With SMILE.Cx:
Caller → Live Agent (100% of the time)
Agent → Offers AI Assistant for routine tasks
Agent stays on the line, monitors the experience
Agent returns if needed, while handling multiple calls
“Customers don't want to talk to robots. But they will trust AI when it's introduced by a human.”
🚀 Real Benefits from Day One
🔥 Real-Time Sentiment Tracking
Smile.Cx listens in and analyzes:
Tone of voice
Keywords and phrases
Emotional cues
⚠️ If customer satisfaction drops, the system alerts the agent live so they can step back in.
“It’s like giving your reps a sixth sense for when something’s going wrong.”
💡 Real-World Use Cases (You Can Use Today)
These features aren’t vaporware—they’re live or rolling out now. Here’s how businesses are already using AI-powered voice automation:
1. 📞 Automated Lead Follow-Ups
Call yesterday’s leads automatically—no manual dialing required.
2. 🤝 Post-Loan Check-ins
Confirm recent approvals and answer common questions without tying up agents.
3. 💬 PIF (Paid-in-Full) Campaigns
Reach out to past borrowers with new offers using outbound AI calls or voicemails.
4. ⚠️ Missed Payment Alerts
Call customers within hours of a failed payment and route to a live agent if needed.
One client is now making 25,000 AI-powered calls per day—freeing up reps for higher-level conversations.
💸 Cost Efficiency + Results
Smile.Cx has outperformed traditional IVRs and older AI tools:
📈 20% lift in arrangements made
💲 Lower cost per contact
⏱️ Faster deployment (go live in a few weeks)
🧩 Flexible, no long-term minimums
👀 Looking Ahead: Agent-AI Collaboration
Think of Smile.Cx like a contact center co-pilot:
AI handles routine actions (T&C disclosures, payments, balances)
Reps stay in control and focus on empathy + outcomes
Live transcripts give agents full visibility at all times
“It’s not about replacing agents. It’s about letting them do what they do best—connect with people.”
🎟️ Bonus: Attend the Contact Center Expo (for $1)
Covisian is offering a special invite to the largest contact center conference in the U.S., happening in Las Vegas this June.
Up to 5 people per organization
Discounted rate: $1 per person
Connect with AI, CX, and contact center tech leaders
Contact us to grab your 2025 tickets today!
🗣️ Final Thoughts
Whether you're scaling collections, supporting loan applicants, or just trying to boost call center efficiency—AI isn’t coming, it’s already here. And when paired with human agents, it becomes your superpower.
Want to try Smile.Cx or run a live test?
📞 Contact the Covisian/CCG team for a fast setup.
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