Household continues to tweak the system as regulations change and as AEs generate ideas for new functionality. Mikos, vice president of business systems, attends all divisional and staff meetings of the sales force to help keep her team abreast of changing needs and new ideas. The company can replicate new objects to the branch offices overnight with the push of a button, once it has tested the changes in the pilot branches. The most interesting thing about the Vision system is that its neural network components now promise benefits that even its developers didn't foresee. 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. This feature is expected to create a higher level of value for the Vision system, which is important because Harvey, for one, believes the company is pretty close to offering the best efficiency it can deliver.