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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Special Guest: Dave Ruda.