WILMINGTON, DE — Phillips & Cohen Associates received a Silver Stevie Award in the AI Implementation of the Year category during the 24th Annual American Business Awards for its use of AI-powered employee training technology.
The company said the award recognized its deployment of the Clever Nelly platform developed by Elephants Don’t Forget across global operations.
According to Phillips & Cohen Associates, the AI-based training system was implemented to improve employee competence, compliance, and customer interactions involving end-of-life debt administration.
The company reported the initiative resulted in a 14.6% improvement in quality scoring, a 15.6% increase in agent competence, and approximately $1.5 million in annual savings.
Nick Cherry, divisional chief executive officer of Phillips & Cohen Associates, said the technology was designed to strengthen both operational performance and customer care.
“By investing in technologies that strengthen both compliance and human connection, we are both improving outcomes for our clients and ensuring we continue to serve families with the dignity and care they deserve,” Cherry said.
Judges for the American Business Awards cited the company’s use of AI to support empathy and preparedness among customer service employees handling sensitive conversations related to debt after a death.
Dan Gray, chief executive officer of Elephants Don’t Forget, said the partnership contributed to development of the Clever Nelly platform across industries.
The Stevie Awards organization said more than 3,600 nominations were submitted this year, with more than 250 professionals participating in the judging process.
Support the local news that supports Chester County. MyChesCo delivers reliable, fact-based reporting and essential community resources—free for everyone. If you value that, click here to become a patron today.