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AGENT ASSIST
AI Assist Config
Call Summarizer
QA Agent Config
Agent Performance
Training (Servicing)
M
Manager
manager@kastle.ai
AI Assist Config
AI Assist Configuration
Configure conditional rules to display alerts to agents based on customer data
Restore to Defaults
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Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
If
Always
Always
Write it out...
Field Conditions
Then
Let the customer know that you are on a recorded line.
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
If
Always
Always
Write it out...
Field Conditions
Then
Ask the customer for their DOB: **06/15/1973**
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
If
Loan ID
Loan Number
Borrower Name
Principal Balance
Monthly Payment
Total Amount Due
Next Payment Due Date
Interest Rate
Loan Type
Escrow Balance
Delinquency Status
Days Past Due
Last Payment Date
Payoff Amount
Property Address
Servicer
Borrower Phone
Borrower Email
Preferred Contact Method
Original Loan Amount
Origination Date
Loan Term (Months)
Maturity Date
SSN Last 4 Digits
Date of Birth
Bankruptcy Status
Active Litigation
Loss Mitigation Active
Borrower Deceased
FEMA Disaster Area
Insurance Policy Number
Insurance Carrier
Insurance Renewal Date
Insurance Annual Premium
Property Tax Annual
Property Tax Next Due
Property Tax Escrow Coverage
Property Type
Property Year Built
Escrow Monthly Deposit
Escrow Next Analysis
Auto-Pay Enabled
Auto-Pay Method
Lien Position
Client ID
Default Payment Account Type
Default Payment Account Last 4
equals (=)
not equals (≠)
Select value...
30-Year Fixed
15-Year Fixed
20-Year Fixed
10-Year Fixed
5/1 ARM
7/1 ARM
10/1 ARM
FHA Loan
VA Loan
USDA Loan
Add Condition
Always
Write it out...
Field Conditions
Then
Say "Thank you for your service!"
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
The customer asks about the impact of a missed payment on their credit score
If
Always
Always
Write it out...
Field Conditions
Then
Credit is only reported to credit reporting agencies after customer is 30 days past due
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
User asks about making a payment with a Debit or Credit card
If
Always
Always
Write it out...
Field Conditions
Then
Inform the customer that BMO does not accept debit or credit cards
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
If
Always
Always
Write it out...
Field Conditions
Then
Read the one-time PAD disclosure "To confirm, we are setting up a one-time payment today, {Current Date Spoken}, for a payment scheduled on {Current Date Spoken}, in the amount of **[Promise Amount]**, from your default PAD account ending in {advanced_defaultPaymentAccountLast4}"
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
User has confirmed their intention to pay and the payment amount
If
Always
Always
Write it out...
Field Conditions
Then
Ask the customer why they missed their last payment.
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
User has indicated that had an unexpected expense
If
Always
Always
Write it out...
Field Conditions
Then
Offer the customer a callback from BMO's loan assistance programs.
Delete Rule
Rule Title
When
At the start
Nearing end
Before taking a payment
Custom
If
Always
Always
Write it out...
Field Conditions
Then
Always ask the customer: "is there is anything else I can help you with?" [If no] Have a wonderful day and thank you for calling BMO Harris Bank.
Delete Rule
Add New Rule