Introducing Conversational SMS
Deploying two-way Conversational SMS, Webio’ s Conversational Middleware platform enabled the team to easily add digital conversation to their existing contact strategy to proactively engage with customers. Using Webio’s AI driven chatbots they are now able to:
- Reach out and initiate effective automated customer conversations
- Increase customer engagement rates without any increase in resources
- Increase fully automated tasks e.g. take a payment, record a promise-to-pay or complete the ID &V process
- Seamlessly transfer to live agents when needed
- Dramatically reduce I&E processing times, improve customer experience and accuracy of data capture
- Manage out-of-hours customer engagement whilst keeping the customers journey fully under their control
The Secret of Our Success
Webio’s machine learning -Propensity-X™ engine is the foundation of how customer engagement is driven. By allowing the ‘smarter’ guidance of each individual customer conversation, review and identification of the most effective next steps, whether that is to continue the conversation with an Webio AI agent, change its focus or direct the conversation to the right team to bring a live agent into the conversation. This ‘intelligent’ process ensures that at every stage the conversation is moving toward a successful outcome.
"This has been revolutionary for us as it has allowed us to better understand our customers and appreciate the rationale behind why some of them have been unable to contact us the way we’ve been engaging with them in the past”
Senior Head of Credit Risk