The Challenge
As a leading retail finance platform, Phoenix Financial Services empowers tradespeople to offer point-of-sale financing, helping their customers access the products and services they need with flexible payment options. However, as Phoenix scaled, so did the demand for compliance checks and customer support, creating bottlenecks that absorbed team time and resources.
Phoenix needed an AI partner who could reduce these operational burdens while ensuring accuracy and human oversight. The goal was to free up team members to focus on strategic, value-accretive tasks that drive growth and enhance customer experience.
Why Fifty One Degrees?
Phoenix chose Fifty One Degrees for its proven track record in AI strategy and human-centred design. Known for practical AI implementations, Fifty One Degrees specialises often recommends and implements “human-in-the-loop” solutions — essential for some regulated industries where oversight is critical. This partnership promised not only automation but also the flexibility for human input where it matters most.
The Solutions
1. Automated Compliance Monitoring
Fifty One Degrees designed a custom compliance monitoring system that automates routine checks, significantly reducing manual oversight significantly. Tailored to Phoenix’s policies and regulatory environment, the system flags only high-priority issues for human review, ensuring that compliance team members can focus on higher-value activities. The human-in-the-loop model allows for automated efficiency while preserving essential human judgment.
2. Voice AI for Customer Call Automation
To streamline customer support, Fifty One Degrees has designed and is implementing a voice AI solution that manages routine inquiries and directs complex conversations to human team members. This automation enhances response times, improves customer satisfaction, and allows service representatives to dedicate more time to addressing unique customer needs. Built with human-in-the-loop functionality, the voice AI transfers calls seamlessly when necessary, ensuring personalised service without disruption.
The Impact
With Fifty One Degrees’ solutions, Phoenix is aiming to transform its operational efficiency. The compliance automation has alleviated significant manual workload, empowering the team to focus on impactful tasks that drive business growth. Meanwhile, the voice AI will optimise customer service, reducing wait times and elevating the overall customer experience.
This partnership has allowed Phoenix to reclaim valuable team hours and enhance the customer journey—all while adhering to a high standard of compliance and care. With Fifty One Degrees’ human-centred AI, Phoenix Financial Services now has robust, adaptable solutions that support its mission of providing seamless financing at the point of sale.
Conclusion
Phoenix Financial Services’ experience shows how AI-driven automation can free resources and boost operational efficiency in the retail finance industry. With Fifty One Degrees’ human-in-the-loop approach, Phoenix has achieved a balance between efficiency and human oversight, ultimately refocusing its team on strategic growth and enhanced customer care.
