A Student Lending Provider, an organization that connects borrowers seeking private student loans with credit unions that provide those loans, partnered with VoiceSignals to increase conversion, gain efficiency and reduce costs in its prospective borrower pipeline.

Conversations between the student lending provider’s agents and customers were analyzed by VoiceSignals’ People Intelligence Platform (PIP). The platform identified the key personality traits that distinguish  the organization’s most valuable from most expensive customers.

A Machine Learning algorithm was developed which accurately identifies a prospect as valuable versus an expensive borrower within a minute of a phone conversation. Using this predictive behavioral intelligence,  the student lending provider can develop strategies to mitigate getting the costliest prospects through the pipeline. In addition, opportunities to boost customer satisfaction through targeted training of customer service agents were identified.