VoiceSpin deployed an AI Voicebot within the debt collection department of Y. Shapira and Co., one of Israel’s leading legal collections firms, cutting total department labor hours by roughly 63%, with an AI call center solution and speech analytics currently being implemented.
Key Results
- AI Voicebot handles 35% of the department’s total call volume
- 63% reduction in total labor hours across the collections department
- Integrated with Odcanit, the firm’s existing case management system
About Y. Shapira and Co.
Shapira and Co. has been practicing since 1987 and is widely regarded as the largest and leading law firm in Israel in the field of legal collections and enforcement proceedings. The firm employs 25 attorneys supported by an experienced administrative team of approximately 120 staff, and it is consistently ranked among the country’s top law firms by both D&B and BDI.
As well as the usual court action, the firm has a large collections unit run by over 35 law students who are all trained in making phone calls to debtors. Their job is to settle disputes over the phone, without needing to go to court, which keeps costs down for the clients and helps bring disputes to a close as smoothly as possible. They work every day until 21:00. This whole operation relies on being able to have a lot of conversations, so the telephony layer is critical.
The Challenge
For a negotiation-first collections operation, call volume is the business. Every file settled over the phone is one that never has to go to court, but to make that work the department needs to keep the call volume up without the costs of making all those calls wiping out the profit.
The main cost was all that repetition. A whole lot of the unit’s calls every day were just the same routine stuff: confirming a balance, explaining your options, pointing the debtor toward the payment page. And each one tied up the same amount of a staff member’s time as some really tough negotiation, which meant the department just had to spread that cost across the whole day through to the 21:00 cutoff. Growth just meant more hours and therefore more staff.
The Solution
VoiceSpin deployed an AI stack built around the operational profile of a high volume legal collections department, beginning with the AI Voicebot and continuing with the call center and analytics layers now in implementation.
AI Voicebot for First Contact and Routine Resolution
The AI Voicebot takes first contact and carries routine interactions through to completion. It confirms balances, explains available payment arrangements, and guides callers toward resolution in natural speech, escalating to a human the moment an exchange calls for legal judgment or real negotiation. Calls that once required a staff member from the opening word are now handled without one.
Native Odcanit Integration
The stack is integrated with Odcanit, the case management system already in daily use across the firm, so we’ve got call data and case data all living together in one place. This means staff isn’t stuck working with two separate systems anymore.
AI Call Center Solution, Speech Analytics, and a Flattened IVR
The next phase of the deployment is currently in implementation. VoiceSpin’s AI call center solution will manage queue logic, distribution rules, and escalation paths across the department’s inbound and outbound traffic. The speech analyzer will review collection calls systematically, surfacing the language patterns and conversational turns that correlate with successful arrangements. Alongside both, the existing IVR structure is being flattened to remove menu layers that delay resolution without adding routing value.
The Outcomes
After nine months with the Voicebot, the department has seen real changes and the numbers below are a running total since we started.
35% of Total Call Volume Handled by the AI Voicebot
The Voicebot now covers 35% of the department’s total call volume. What it absorbed was the repetition and what remains with staff are the calls where a bit of human judgment makes a difference, which is exactly where the firm’s trained collections personnel are worth their hours.
63% Reduction in Department Labor Hours
Total labor hours across the collections department have fallen by approximately 63% since deployment, a saving that compounds with every reduction in average handle time. Coverage did not shrink to achieve it. The unit still runs every day through to 21:00, as it always has.
A Higher Success Rate on Collection Processes
Collection outcomes have improved over the same period. Routine contacts are handled consistently on every call, and the negotiations that decide whether a file settles now get the full attention of the people trained to conduct them.
Frequently Asked Questions
How does an AI Voicebot work in a debt collection environment?
An AI Voicebot handles the initial contact and routine collection conversations, spelling out the balance, going over available payment options and guiding callers toward resolution. When a caller reaches a point that needs some serious human judgment or genuine negotiation, the conversation gets bumped up to a live human agent who receives the full context from the Voicebot, so they can focus on the calls that need their expertise.
Can VoiceSpin integrate with legal case management systems?
Yes. VoiceSpin’s platform integrates with existing case management and CRM environments, including specialized legal systems such as Odcanit. Integration means call activity and case records remain synchronized in a single workflow, and staff are not required to move between separate systems during a live conversation.
What does speech analytics add to a collections operation?
Speech analytics lets the platform go through every call that gets made, rather than just picking a few to analyze, and that helps it pick up on the language patterns and approaches that the really successful collections team members use to reach agreement. This is a significant shift for collections teams, since it lets them turn the knowledge of one person into a whole department getting better at what they do, and gives them some solid evidence to back up changes to how they do their automated and human call handling.
How much of a collections operation can an AI Voicebot realistically cover?
How much of a collections operation a Voicebot can cover depends on the mix of call types in the department. In the case of Y. Shapira and Co., the AI Voicebot handles 35% of all calls, taking on routine, repeatable interactions and letting live human agents handle the ones that need a bit of human touch.
About VoiceSpin
With over 19 years of experience in the industry, VoiceSpin is a provider of cloud VoIP telephony and AI contact center software solutions serving thousands of customers across the globe, including SMBs and large-scale enterprises. VoiceSpin’s solutions enable businesses and government organizations to manage inbound and outbound voice and digital communications effectively, increase agent productivity, and improve customer service experiences through AI and automation. VoiceSpin’s platform seamlessly integrates with leading CRM systems, including Salesforce, HubSpot, Zoho, and Pipedrive.
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