Bilt Rewards
Scaling finops without scaling headcount
Manual Verification Burden
Members at unaffiliated properties often pay rent manually (Venmo, Zelle, check) and submit screenshots for points. Agents had to verify every submission one-by-one in Zendesk: confirming it was rent-related, extracting amounts, checking eligibility, and manually posting credits.
Result: thousands of agent hours, inconsistent accuracy, and delays for members.
Automated Document Processing
Cotera and Bilt launched an automation pipeline:
Ticket ID & Routing
Detects 'manual rent point' requests and queues them automatically
Image Analysis (OCR + classification)
Validates screenshots; extracts amount, payment method, and context
Structured Output
Posts clean internal notes and compiles member → points sheets for bulk processing
Eligibility Checks
Cross-references program requirements; flags edge cases for humans
Member Messaging (Next)
Auto-acks and timelines in Zendesk; routes exceptions to agents
Operational Efficiency
Time saved
Thousands of agent hours/month eliminated with >10× ROI
Speed
Points processed within 24 hours with consistent accuracy and auditability
Scale
Handles growth without linear headcount; frees team for higher-value support
Cotera's AI agent automates verification, extraction, and points addition—what used to require manual review for each submission.
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