“Over the past year, our risk team has built more than 100 AI agents that actively perform work 24/7 across several functions,” Lacerte said of the agents that delivered that time savings at BILL, which provides a financial operations platform for businesses. “These agents complete defined tasks on their own, such as pulling case files, drafting credit assessments or writing model documentation.”
Lacerte zeroed in on BILL’s three agents that work together as a suite called Robin to handle underwriting cases. Robin sends each case to the right underwriter, pulls the customer’s data into a summary and provides a one-click link to make a decision. This replaces the earlier process in which an underwriter had to piece each case together through chat messages, email and separate dashboards.
“As a result, each case and customer wait time now takes about 12 minutes instead of three hours,” Lacerte said. “This means faster, better and more personalized experiences for [small and medium-sized businesses] and more focused team members at BILL.”
Lacerte also said during the call that AI has improved BILL’s product velocity, as the company launch five products during the quarter and built a Visa pilot in four weeks, and that the company’s AI-powered Chat with BILL now handles 45% of customer support conversations.
BILL made some moves over the past year to shift its operations to AI, PYMNTS reported at the time.
In May, Lacerte said that BILL planned to reduce its workforce by 30% by the end of that quarter as it sharpened its focus on AI. Weeks later, Lacerte said that BILL had overhauled its leadership team as it continued its transformation into an AI-native company.
During Thursday’s earnings call, Lacerte noted the organizational restructuring actions BILL took during its fiscal year 2026.
“These actions were designed with one goal in mind, to accelerate our transformation to be an AI-native company,” Lacerte said. “To accomplish this, we are fundamentally reshaping how BILL operates by removing friction that unleashes greater clarity, velocity and productivity. The progress we achieved in Q1 from a sales execution, product development and financial discipline perspective is a strong early indication of our progress toward this goal.”
