Customer Snapshot
Customer: Recovery Management Services
Industry: Accounts Receivable Management
Location: Illinois, United States
Primary Users: Customers, Customer Service Representatives, Supervisors, Operations Teams and Compliance Teams
Platform: 360IQ™ Enterprise Conversational AI Platform
Solution Implemented: AI-Powered Account Self-Service
Executive Overview
Recovery Management Services (RMS) implemented the 360IQ™ Enterprise Conversational AI Platform to modernize customer engagement through secure, AI-powered self-service.
The solution enables customers to interact with an intelligent conversational assistant that securely authenticates users, understands natural-language requests, retrieves authorized account information in real time, and provides personalized responses for routine servicing inquiries.
By integrating conversational AI with RMS account-management systems, customers can quickly obtain information such as account status, balances, payment history, due dates, and payment options without waiting for a live representative. More complex requests are seamlessly transferred to customer service representatives together with the conversation history and customer context.
The solution helps RMS improve customer experience, reduce repetitive agent workload, increase operational efficiency, and establish a scalable foundation for AI-powered customer service.
Customer Challenge
Recovery Management Services manages thousands of customer interactions related to account servicing, payment inquiries, and general customer support.
Prior to implementing 360IQ™, representatives spent significant time handling repetitive inquiries that required:
- Customer identity verification
- Account lookup
- Balance inquiries
- Payment history verification
- Due date confirmation
- Account status requests
- Payment option guidance
- Routing customers to the appropriate department
Although these inquiries were relatively straightforward, they increased representative workload, extended customer wait times, and limited the organization’s ability to scale customer support efficiently.
RMS required a secure conversational AI solution capable of providing personalized customer self-service while maintaining enterprise security, compliance controls, and seamless human escalation.
Solution Delivered by Yaqeen Technology on AWS
360IQ™ Enterprise Conversational AI Platform
Yaqeen Technology implemented the 360IQ™ Enterprise Conversational AI Platform as an intelligent customer self-service solution for Recovery Management Services.
The solution combines conversational AI, secure identity verification, enterprise integrations, and workflow orchestration to deliver personalized customer assistance through natural-language conversations.
The deployed platform enables RMS to:
- Understand customer requests using conversational AI
- Securely authenticate customers before providing account information
- Retrieve real-time account information from RMS systems
- Answer routine servicing questions using approved business rules
- Maintain conversational context across multiple questions
- Personalize responses based on customer account information
- Escalate complex inquiries to customer service representatives
- Transfer conversation history and customer context during escalation
- Monitor customer interactions through operational analytics
Provides customers with secure, conversational access to routine account information through natural-language interactions.
Verifies customer identity before retrieving or displaying protected account information.
Retrieves authorized account balances, payment history, due dates, and account status directly from RMS systems.
Understands customer intent, maintains conversational context, and supports natural follow-up questions throughout the interaction.
Connects securely with RMS account-management and servicing systems using enterprise APIs and integration services.
Applies configurable business policies to determine what information may be shared and when human assistance is required.
Customer Use Cases
Customers securely request current account status through conversational AI.
Customers retrieve authorized account balance information in real time.
Customers verify recent payments and payment history through secure self-service.
Customers obtain current payment schedules and upcoming due dates.
Customers receive approved guidance regarding available payment methods and servicing options.
When AI assistance is insufficient, customers are seamlessly transferred to a representative together with conversation history and customer context.
The 360IQ™ Enterprise Conversational AI Platform is designed using AWS Well-Architected principles to support secure, scalable, AI-powered customer engagement and operational intelligence.
Key AWS Services: Amazon Bedrock, Amazon Transcribe, Amazon Quick sight, Amazon Cognito, AWS Lambda, Amazon API Gateway, Amazon RDS, Amazon S3, Amazon CloudFront, AWS KMS, AWS WAF, Amazon CloudWatch
- AI-powered workflow automation
- Configurable QA processes
- Centralized monitoring
- Operational dashboards
- Role-based access controls
- Encryption in transit and at rest
- Identity and access management
- Audit logging
- Highly available AWS architecture
- Automated backup and recovery
- Resilient application design
- Continuous monitoring and automated alerting
- Scalable AI processing
- Real-time analytics
- Elastic cloud infrastructure
- Performance optimization based on workload demand
- Managed AWS services
- On-demand resource scaling
- Reduced manual QA effort
- Usage monitoring and resource cost optimization
- Cloud-native architecture
- Efficient resource utilization
- Reduced infrastructure footprint
- Automated scaling to minimize idle computing resources
The implementation has enabled Recovery Management Services to:
- Improve customer self-service availability
- Reduce repetitive representative workload
- Accelerate response times for routine inquiries
- Improve customer access to account information
- Deliver more consistent customer interactions
- Increase operational efficiency
- Improve visibility into customer inquiry trends
- Support scalable customer-service operations
- Enhance customer experience through intelligent automation
The 360IQ™ platform is designed on AWS with enterprise-grade security, privacy, and responsible AI practices.
- Role-based access controls
- Encryption in transit and at rest
- AWS Identity and Access Management (IAM)
- Audit logging
- Secure API integrations
- Human oversight for AI-assisted evaluations
- Responsible AI supporting—not replacing—operational decision-making
- Configurable compliance rules and governance
Why RMS Selected 360IQ™
Recovery Management Services chose 360IQ™ Enterprise Conversational AI to modernize customer engagement through intelligent self-service. By combining conversational AI with secure enterprise integrations and scalable AWS infrastructure, the solution delivers faster customer support, consistent responses, and improved operational efficiency.—
Intelligent Customer Self-Service
Provide customers with secure, AI-powered access to routine account information through natural-language conversations.
Enterprise System Integration
Retrieve real-time customer and account information directly from authorized RMS systems.
Context-Aware Conversations
Maintain conversational context across multiple customer requests for a more natural user experience.
Configurable Business Rules
Control customer interactions through configurable workflows, policies, and compliance requirements.
Seamless Human Escalation
Transfer complex customer inquiries to representatives with complete conversation history and customer context.
Secure, Scalable AWS Foundation
Leverage AWS-native architecture to deliver enterprise-grade security, scalability, resilience, and operational excellence.