Case Study: Unifin Inc achieves rapid pandemic call insight and improved agent empathy with Prodigal Technologies Inc

Unifin Inc - Customer Case Study

Unifin Inc faced a sudden COVID-19 surge in distressed borrowers and needed a fast way to detect agents who failed to show required empathy — a Level 4 infraction — across thousands of daily calls. To meet this challenge, Unifin partnered with Prodigal Technologies Inc, using Prodigal’s Natural Language Engine and customized trend analytics to surface pandemic-related conversations and identify agents violating the company’s moral code of conduct.

Prodigal Technologies Inc automatically flagged relevant calls and displayed trends on its interface, enabling rapid coaching and remediation; the solution was implemented in 24 hours and achieved 98%+ correct call tags across 40+ ARM domain tags. As a result, Unifin Inc retrained agents within three days (versus three weeks with their prior provider), identified a dozen exemplary empathetic calls, pinpointed severe infractions for correction, and benefited from Prodigal’s anonymized smart reports shared broadly within two weeks.

Unifin Inc