We shifted from dialer-first to a self-service nudge sequence (SMS + portal) and saw a 19% lift in kept promises over 8 weeks with lower agent minutes. Curious who else is routing first contact based on risk and intent signals instead of age-of-debt, and which signals moved the needle for you?
We saw the biggest lift by auto-escalating only when a contact clicks the SMS and reaches the plan selection screen but drops at bank verification — those get a rep call within 2 hours, everyone else stays self-serve. Are you logging time-to-first-portal-session as an intent feature? Your “19% lift over 8 weeks” tracks, but suppress escalation for numbers that bounced the link twice or have no prior successful ACH to avoid wasted dials.