In our recent webinar, “How AI Can Help Compliance and Control of Digital Customer Conversations”,  we discussed how AI can help compliance and control of digital customer conversations. Webio’s Andy Turner and Enzo Viscito shared their insights on utilising AI to drive compliant and effective digital interactions in highly regulated environments. 

Compliant Messaging Flows and Automation 

Traditional communication channels like diallers, email, and letters have their limitations. Diallers are resource-hungry, email is slow, and letters are always necessary. However, digital channels are augmenting these traditional methods in a compliant way. Digital channels offer less regulatory complexity and are ideal for automation, leading to higher right-party contact rates and agent productivity. 

Opt-in mechanisms are crucial for compliance. Using a WhatsApp widget on websites, QR codes at the bottom of emails or letters. Correct conversation scripts are essential for staying compliant. Webio provides ready-made scripts that help businesses avoid potential pitfalls. Best practice messaging drives the right engagement and makes it easier for customers to interact with the business. Smart responses, pre-approved by the business, help agents stay compliant in live chat environments.  

 

 

 

 

Integrated AI agents can pull accurate data from CSV files, Excel spreadsheets, or open API connections to CRM systems and databases. This ensures that any information pulled or responses given are compliant and professional, avoiding typing errors.  

AI can help personalise communications, making them more intuitive and engaging. It can also boost customer engagement and contact rates by automating up to 80% of messages, allowing businesses to do more with existing resources. However, it's crucial to use the right AI for customer-facing interactions. Large language models like ChatGPT can generate convincing but non-compliant responses, as they are not built for specific narrow regulated tasks. Instead, Webio recommends using custom language models trained on targeted data to identify customers, qualify intent, and identify priority customers.  

When onboarding new AI technology, it's essential to consider the different types of models being used and ensure that the right AI is used for the right job. Large language models can be unpredictable in regulated environments and may raise data security concerns. Custom language models, or smaller language models, provide more control and can be trained on targeted data to ensure compliance. In conclusion, AI can significantly enhance compliance and control in digital customer conversations when used in a targeted and controlled manner. By leveraging the right channels, messaging flows, and AI models, businesses can drive compliant and effective interactions while improving customer engagement and operational efficiency. 

The webinar also explored the differences between large language models, like those used in generative AI applications, and smaller, custom language models designed for specific, regulated tasks. While large models are powerful, they can be unpredictable in compliance-sensitive environments. In contrast, custom language models, like those developed by Webio, are trained on targeted datasets and are more controllable, ensuring that all responses are compliant and data remains secure within the desired geographic regions.

 

Webio's approach includes using these smaller models for regulated interactions while employing larger models for peripheral tasks, such as generating conversation summaries or handling FAQs. This combination allows organisations to maximise the benefits of AI while minimising the risks associated with non-compliance. 

The ultimate goal of using AI in digital customer conversations is to drive business value. The webinar concluded with a discussion on the tangible benefits of AI, such as reduced agent handling times, increased debt collection rates, and reduced operational costs. For instance, companies using Webio's technology have reported engagement rate increases of 28-32% and collection rate improvements of 7-12% within months of deployment. These results translate into significant ROI, demonstrating the value of integrating AI into digital customer communication strategies. 

As digital customer interactions continue to grow in importance, ensuring compliance while optimising these conversations is crucial. AI offers a powerful solution to these challenges, enabling organisations to automate and streamline their customer interactions in a compliant manner. The insights from this webinar underscore the importance of selecting the right AI tools and strategies to enhance compliance and control in digital customer conversations, ultimately driving better business outcomes.