AI Implementation: Advancing Operational Efficiency through Global Onboarding Automation (GOA)

Background

At Global, operational efficiency and process excellence are core to our mission of supporting Debt Settlement Providers (DSPs) and consumers nationwide. As an industry leader, Global handles over half a million onboarding records annually. Much of this work involved manual review, data entry, and verification — tasks that are time-consuming, slow down processing, and add unnecessary risk of errors.

To address this, Global launched an internal innovation initiative to automate key labor-intensive steps in the onboarding process. The goal was clear: improve accuracy, reduce processing time, and redeploy human talent to higher-value tasks.

The Initiative

Global designed and implemented Global Onboarding Automation (GOA), an internal automation framework built with Global’s proprietary technology in collaboration with Cape AI. GOA leverages artificial intelligence and machine learning to automate document ingestion, extract and validate data, and identify inconsistencies in real time.

This initiative is more than just deploying a single technology; it shows how automation can be used throughout Global’s operational ecosystem to achieve measurable improvements in productivity and scalability.

Core Capabilities of Global Onboarding Automation

• Automated Data Capture: Digitizes incoming customer forms instantly, removing the need for manual data entry.
• Smart Data Validation: Uses AI to extract, validate, and classify information across document types with high accuracy.
• Error Detection and Correction: Identifies incomplete or inconsistent data for rapid resolution.
• Scalable Design: Built to expand as data volumes grow, maintaining accuracy and performance without additional staffing.

Results and Internal Impact

1. Significant Reduction in Errors and Higher Accuracy
GOA reduced manual data entry errors by more than 80 percent, delivering cleaner records and greater confidence in data quality.

2. Tenfold Improvement in Speed
Processing time for each record dropped from minutes to seconds, improving turnaround and freeing teams to focus on complex, customer-facing work.

3. Smarter Use of Resources
Employees previously dedicated to data entry were reassigned to higher-value projects in customer service, analytics, and partner engagement.

4. Scalable Foundation for Broader Application
The framework developed through GOA can be extended to other areas of Global’s operations, supporting future use cases in compliance, document management, and partner onboarding.

Why It Matters

Global Onboarding Automation (GOA) is not just about improving internal efficiency; it’s about delivering measurable value to the DSPs who rely on Global’s platform daily. By upgrading our onboarding infrastructure and integrating AI as a state-of-the-art tool, we are not only empowering DSPs to onboard consumers faster, with fewer errors, and with more confidence in their data but also improving intelligence, accuracy, and flexibility throughout every stage of the onboarding journey.

Each improvement inside Global translates to better outcomes for our DSPs:

• Faster Consumer Onboarding: DSPs experience quicker account activation and faster speed to first payment.
• Higher Data Accuracy: Fewer errors and returned payments reduce client friction and support escalations.
• Client Validation: Validation now occurs in seconds instead of days, delivering a better consumer experience and lowering operational costs.
• Improved Compliance Confidence: Automated validation ensures each record meets program and regulatory requirements, minimizing DSP risk.
• Enhanced Partner Experience: DSP teams spend less time troubleshooting data issues and more time helping consumers graduate successfully.

GOA demonstrates that every investment Global makes in AI-powered automation is an investment in DSP success, consumer experience, and industry trust.

Looking Ahead

The Global Onboarding Automation initiative demonstrates what can be achieved when innovation aligns with operational needs. Future phases will focus on implementing similar AI-driven efficiency tools across Global’s ecosystem to enhance service delivery and support continuous improvement.

This is more than just a technology success story — it is a blueprint for how Global keeps modernizing its infrastructure, empowering its teams, and delivering excellence on a large scale.

To learn more about how Global Holdings can improve your outcomes, contact our Premier Support Team at 888-746-3281.