For instance, say a credit card holder calls, irate about a late fee. Vision knows why. Turns out this customer took out a school loan six years ago and a small auto finance deal for a used car three years ago from another company. His modest income has gone up significantly two years running. Considering these variables, Vision can recognize this late fee as a first offense by a recent college graduate who handles his finances well and may be in the market for significant new loans in the next year.
Vision authorizes the service rep to waive the fee.
The article also provides figures about how the system has helped to increase sales and reduce administration costs.