Enchanted Account Servicing
Servicing Email Platform
Once the initial data is scraped from the web and cleaned, we begin by requesting Case Statuses from the case manager of paralegal via Email. The system will templatize the request into a standard format, based on where the case is procedurally. For example, if we are awaiting a counter offer, the messaging will be different than if we are Emailing for the results of a deposition.
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If a response is received via Email, the case status is updated and the Email is scraped for any new data, such as phone numbers, fax numbers, etc. and a follow-up date is set for 90 days to begin the process over again. This follow-up date will change based on the status and is reflected in the chart below.
If no response is received, a new Email will be sent 8 days later. This timing staggers the day of the week that the paralegal is Emailed, in case they only work on certain days of the week or are busy on certain days. If no response is received again, a total of 4 Emails will be sent before the case is flagged into Escalated Servicing which begins the phonecall process.
Ai Phone Calls
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Ai voicemail drops
To avoid bombarding the law firm with phone calls, our Ai agent will bypass the phone's ringing process and simply leave a voicemail directly with the case manager. The voicemail is customized to the patient, provider, and applicable status that the case is in, and fully performed by an Ai that is indistinguishable from a live human.
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Real Ai Voicemail Drop Example:
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Custom phone templates
"Hi, this is message is for [Case Manager], this is Michael from [Provider Name] calling for a case status for our mutual client [Patient Name], [Injury Date]. Please give me a call back at your earliest convenience at [Contact Info]
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Inbound Ai call
If the Case Manager calls back the number provided, they will speak with our Ai agent that is powered by GPT-4o Turbo and Bland Ai. It has been trained on thousands of hours of status calls and is programed to drive the conversation in a particular direction to get the information we need. It will then create a transcript of the conversation and load it into the system, allowing our reps to update the case accordingly. If the Ai bot cannot handle the situation, it will live-transfer the call to a human. This happens in scenarios outside of it's trained dataset or scope, such as negotiations.
(Example of Ai call conversation recordings coming soon)
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Outbound Ai call
If the Case Manager doesn't call back after 1 week, the magical Ai genie will place a call and attempt to gather the case details himself and create a call transcript. If this is not possible, a live-transfer is performed to one of our expert reps.
(Example of Ai call conversation recordings coming soon)
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Outbound human call
If none of these methods are affective, we will begin calling the firm every 2 days on an auto-dialer until a status is received or until the account goes into the Loss Mitigation phase, which entails a more somber set of communications performed by certified letters to ensure the law firm has received the communication and is on notice of potential adverse actions.
Seem Complicated?
That's because it is.
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Let our Servicing Sorcerers do it for you.