We have made the final 6 in the 'Best Use of Technology' category, where our digital debt collection technology, which is grounded in conversational AI is being recognised.
The conversational messaging solution that was designed, was extremely successful in eliminating customer pressure to talk with agents, giving customers the ability to engage in a less intrusive manner. Fully compliant automated chatbots were developed to lead early-stage outbound-SMS-messaging with a view to resolving issues during a messaging conversation with an agent or flagging a site visit.
Commenting on the project, Jonathan Booked, Head of Field Collections at Snap commented that "Webio's conversational messaging now plays a primary role in our customer contact strategy deploying before dialler campaigns and field visits and it really works."
About the Awards
As the pandemic and various lockdowns pushed an increasing part of the population into financial vulnerability, collections professionals have demonstrated unprecedented levels of resilience and adaptability whilst delivering outstanding customer support.
Those achievements deserve recognition. As the vaccine roll-out brings normalcy within reach, Credit Strategy were delighted that the Vulnerability Awareness Gala could take place, in person, on 24 November in Manchester (following the Collections & Vulnerability Summit) and to cheer the vulnerability champions throughout its two award programmes.
The awards which are part of the Vulnerability Awareness Gala are taking place on November 24th, in the Midland Hotel in Manchester.