The AI Agent Behind 4x Productivity in Collections Teams | Dave Ruda, VP Product (Billtrust)

Episode notes

How did an AI agent help 4x the productivity of collections teams? Dave Ruda, VP of Product at Billtrust, visits LaunchPod to share how his team built a collections AI that transformed drudgery work into high-impact outcomes. Dave shares how his team: Reduced average email handling time from 8 minutes to just 2.5 minutes Built an AI agent that categorizes and prioritizes collector workflows to maximize efficiency Designed a “human in the loop” system to ensure trust, personalization, and better customer outcomes Developed a learning loop that adapts to each collector’s voice and scales across email and voice channels Links LinkedIn: Billtrust: Chapters 00:00 Introduction 03:18 Billtrust's AI Journey 05:10 "Human in the Loop" 06:22 Billtrust's FinTech Solutions 09:54 Challenges in Collections 13:04 Agentic Email Functionality and Automating Email Processing 17:19 Building a Learning Loop To Better Understand Customers 19:05 Empowering Product Managers With AI 24:33 AI Governance and Future Prospects 27:39 Concluding Thoughts and Future Plans Follow LaunchPod on YouTube We have a new YouTube page ! Watch full episodes of our interviews with PM leaders and subscribe!