Date: Thursday,Sept 23rd at 11am or Wednesday, Sept 29th at 2pm
Duration: 45 mins
In this age of driverless cars and virtual doctors, AI is transforming the way we operate and live. With 90% of businesses planning to put AI into use within three years, there can be no doubt that AI will eventually affect every aspect of our lives. But there is some scepticism about how AI can work within the regulatory confines and complexity of a collections conversation, and does it really do what it says on the tin?
The answer is absolutely. AI is already making a difference in the way indebted customers are managed. When it comes to having those difficult customer conversations about money, a generic one-fits-all communication approach simply doesn’t work anymore. Customers are expecting better experiences, and regulatory authorities are ensuring that they get them.
And this is where AI plays an important role in enabling companies to manage digital debt collection conversations by delivering the right message and level of agent resource at the right time for each individual customer circumstance all whilst improving business outcomes.
- Effectively manage all customers based on their specific circumstances
- Optimise engagement to manage vulnerability
- Use Natural Language Understanding to interpret customer’s language, response behaviours and previous conversational history to determine how best to manage each interaction
- Manage highly personalised designed conversations to get the balance right between automation and live agent engagement.
- Better automate customer journeys better because you know what the likely conversation outcome is going to be.
As per a prediction made by Gartner in 2019, 25% of all customer interactions were automated through AI and machine learning with 40% of companies planning to deploy AI by 2023 and many are already well on their way. We can certainly attest to that.
- Thursday 23rd - 11:00am
- Wednesday 29th Sept- 2:00pm
Back to Blogs