Automotive financier cuts after-call work by ~30% with Genesys Agent Copilot

One of the world’s largest automotive financiers

This automotive finance lender is one of the largest in the world, offering tailored leasing, finance and insurance products to its Australian customers. It runs a highly complex collections campaign, including negotiations and vehicle repositions, serviced by Probe CX’s onshore contact centre team. 

Streamlining an intricate collections campaign 

This collections campaign is highly complex with volatile call volumes managed by a small local team. 

Consultants take detailed notes after each call to meet strict record-keeping obligations, including the identification of hardship and complaints triggers. These triggers are often implied, which requires consultants to be attentive and take the appropriate course of action during and after calls. If a trigger is overlooked, the lender can risk escalation to the Australian Financial Complaints Authority (AFCA).

While some consultants kept concise notes, others kept lengthy records resulting in high after-call work (ACW) times. The average ACW time exceeded 400 seconds, impacting consultants’ availability to handle incoming calls, particularly during volume spikes. ACW also reduced the team’s capacity for higher value collections activities. 

This posed a valuable question: how can the collections team reduce its ACW to increase capacity for a greater breadth and volume of work? 

‘We saw an opportunity to create efficiency in the team, but also reduce cognitive load so they can focus on serving the customer,’ explains Christopher Conway, Circle Leader at Probe Group, who is responsible for the day-to-day operations of the campaign. 

The goal

Reduce ACW to increase consultants’ capacity to serve more customers through more channels. 

Unlocking generative AI capability in Genesys

Probe CX implemented Agent Copilot — an AI-powered solution — within the client’s Genesys instance to automatically generate detailed notes and summaries of customer interactions. The generative AI conversation summarisation capability structures the notes per the lender’s compliance requirements, ensuring consistent, reliable conversation histories across the team. 

The implementation rollout included a week of user testing and feedback, in addition to a targeting coaching program. The coaching focused on demonstrating the value and accuracy of Agent Copilot’s notes in which Christopher guided consultants to make only necessary, minor edits. 

This approach ensured successful AI adoption according to Robert Cooper, Digital Experience Architect at Probe Group, who has deep experience with Genesys Cloud. He says Christopher carefully supported the consultants' day-to-day use of the new capability, and it was through one-on-one coaching that each consultant maximised its benefits. 

‘It's really about human-centered change management,’ says Robert. ‘Christopher did an excellent job at bringing the team in, taking them through the capability and leading it to success. That's why we saw a big jump in the effectiveness of Agent Copilot across the program.’

~30% reduction in ACW delivers a meaningful impact

Implementation of Agent Copilot has since freed consultants to do higher value work — and more of it. 

‘The greatest success we've had is in the after-call work numbers, going down to under 300 seconds of after-call work on average,’ says Christopher. ‘If you multiply that by 100 calls, that's a lot of time saved.’  

The reduced ACW time made consultants more available to handle inbound calls, which mitigated the risk of missing service level agreements. ‘Since Agent Copilot was implemented we achieved 98% SLA in November [2025], which is unheard of,’ Christopher adds. ‘That gives me the scope to take somebody off the queue at different parts of the day to focus purely on case management and other important work.’

The solution also improved the consistency and reliability of conversation histories — a key component of the quality management process. And by using the call summaries as a post-call checklist, it ensures complaints and hardship triggers never get overlooked.

‘The best feedback we had was that it reminded the team of the details or things they missed, and identified potential triggers,’ says Christopher. Hardship and complaint referrals increased by 86% as a result, ensuring the lender can meet its SLA and deliver quality service without financial penalty.

In summary, the Agent Copilot implementation and coaching program delivered: 

The quantifiable results of Agent Copilot has since led to the solution being rolled out to other clients.