Nov 25, 2025
300,000+ calls. Zero compliance gaps. One platform.
ACA manages over $6 billion in assets and needed a platform that could handle enterprise volume, maintain full compliance coverage, and actually improve outcomes. They chose Salient. Here's why it worked.
300,000+ calls. Zero compliance gaps. One platform.
Most lenders struggle with the same problem: servicing costs keep rising while borrower experiences stay fragmented. Voice AI promises a fix—but only if it actually works at scale.
American Credit Acceptance (ACA) needed proof, not promises.
ACA manages over $6 billion in assets serving hundreds of thousands of non-prime auto borrowers. When they looked at AI voice agents, they weren't chasing hype. They needed a platform that could handle enterprise volume, maintain full compliance coverage, and actually improve outcomes—not just automate for automation's sake.
They chose Salient. Here's why it worked.
From contract to live calls in 12 weeks
ACA didn't want a vendor. They wanted a partner who could move fast and prove value quickly.
Salient's engineering team worked directly with ACA's operations, risk, and compliance teams to go from signed contract to testing live calls in just 12 weeks. Throughout the pilot, ACA monitored AI agent performance against their standards for human agents.
The AI met them. Then exceeded them.
"It was impressive to see the pace of development," said Jason Bynum, CEO of ACA. "Salient's AI now performs as effectively as human agents, and I am confident they will surpass them over time."
The results: Real efficiency, real compliance, real revenue
Once deployed, Salient quickly earned the right to handle more calls. Today, ACA runs 300,000+ calls per month through the platform across multiple use cases:
Confirmation calls: 50% cost reduction
Collection calls: 55% promise-to-pay rate
QA scorecards: 100% compliance coverage across all calls (not just samples)
Total loss claims: 30% settlement uplift, processing 400+ claims monthly
That last one matters. Total loss claims are typically a pain point—taking 50+ days on average, requiring constant context switching, and often settling below fair market value.
Salient's platform automated fair value discovery using real comparable vehicles (trim, location, year) and ran AI-driven negotiations that delivered better outcomes for both ACA and borrowers. Millions of dollars in uplift unlocked.
Compliance isn't a feature. It's the foundation.
Before Salient, ACA could only sample a handful of calls per agent each month for QA review. Now they check 500,000+ calls monthly with 96%+ AI accuracy.
That's not automation. That's visibility.
Every interaction is documented. Every disclosure is tracked. Every call follows the rules—FDCPA, TCPA, state-specific regulations. No exceptions.
"We wanted to use AI agents in our call center, but did not have the expertise to build the technology internally," Bynum explained. "The Salient platform and team have been impressive. Quickly, their capabilities expanded beyond calls. We have now unlocked full compliance visibility, automated hundreds of thousands of monthly calls, and identified millions of dollars of total loss negotiation uplift."
Built for lenders who need it to actually work
ACA didn't need flashy demos. They needed a system that could handle enterprise scale, meet strict compliance standards, and deliver measurable ROI.
Salient delivered all three.
"After working with the team for over a year, we could not be more pleased that we chose Salient as a partner," said Bynum. "We look forward to continuing to work alongside them to unlock value with AI."
Voice AI in lending isn't about replacing humans. It's about making operations smarter, compliance stronger, and outcomes better.
But only if it's built right.
Salient is. That's the difference.
