The AI Agent Behind 4x Productivity in Collections Teams | Dave Ruda, VP Product (Billtrust)

How did an AI agent help 4x the productivity of collections teams? Dave Ruda, VP of Product at Billtrust, visits LaunchPod to share how his team built a collections AI that transformed drudgery work into high-impact outcomes.

Dave shares how his team:

• Reduced average email handling time from 8 minutes to just 2.5 minutes
• Built an AI agent that categorizes and prioritizes collector workflows to maximize efficiency
• Designed a “human in the loop” system to ensure trust, personalization, and better customer outcomes
• Developed a learning loop that adapts to each collector’s voice and scales across email and voice channels

Links

LinkedIn: https://www.linkedin.com/in/druda/
Billtrust: https://www.billtrust.com/

Chapters

00:00 Introduction
03:18 Billtrust's AI Journey
05:10 "Human in the Loop"
06:22 Billtrust's FinTech Solutions
09:54 Challenges in Collections
13:04 Agentic Email Functionality and Automating Email Processing
17:19 Building a Learning Loop To Better Understand Customers
19:05 Empowering Product Managers With AI
24:33 AI Governance and Future Prospects
27:39 Concluding Thoughts and Future Plans

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