Propensity Studio How Does it Work in Digital Debt Collection ?

Propensity Studio the Game Changer for Digital Debt Collections

Imagine having the power to predict the outcomes of every customer conversation at each stage of their conversation and design personalised journeys for each customer type, delivering the right message and level of agent resource at the right time to better manage all customer conversations, even the vulnerable ones. That is what Propensity Studio does.

What is Propensity Studio?

Propensity Studio uses the power of AI to predict your customised business outcomes across all digital collection’s conversations. With the power to guide each customer conversation through a range of best next steps dynamically selected in real-time as the conversations flows. The business outcomes could include vulnerability or any outcome that is specific to how your business operates

How does it work?

AI predicts your custom business outcomes across all digital collection’s conversations and dynamically guides each conversation through a range of best next steps selected in real-time as the conversations flows. 
 
Using Natural Language Understanding, incorporating intents, sentiment analysis, Webio’s Propensity Studio interprets customer’s language, response behaviours and previous conversational history to determine how best to manage each interaction to guide conversations to successful outcomes.
 
In essence, every customer conversation can be managed at the level of your absolute best agents.
 

Here is a summary of what Propensity Studio does:

  • Effectively manage all customers based on their specific circumstances, whatever they may be.

  • 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.

  • Optimising engagement to manage vulnerability

  • Automate customer journeys more and even better than you ever thought possible, simply because you know what the likely conversation outcome is going to be.

  • Allows efficient, low-cost management of the flow and content of unlimited volumes of customer conversations.

 

 

Download our Propensity Studio Guide 

To learn more about optimising customer engagement using AI and automation to better manage all customer conversations, even the vulnerable ones read our Propensity Studio guide. 

Get it here

 

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METRICS WE’VE ACHIEVED

52%
Uplift in Payment Arrangements
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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