Case Study: Stellantis Financial Services recovers $6.2 million with Observe.AI

Stellantis Financial Services recovers $6.2 million in payments with targeted coaching powered by Post-interaction AI

Stellantis Financial Services needed better visibility into a growing volume of collections calls while keeping pace with rising QA and compliance demands. To address this, the company implemented Observe.AI’s Post-interaction AI and Auto QA to review 100% of customer interactions instead of only a small monthly sample.

With Observe.AI, Stellantis Financial Services used performance data to coach agents on specific behaviors and prioritize critical conversations. The result was a 9.7% increase in overall collection rates to 67.3% over eight months, a 72% improvement among the lowest-performing agents, and $6.2 million in total net recovered payments, with an estimated $8.7 million in recovered payments overall.

Stellantis

Lamar Nevels

Director of Collections