Paul Sweeney (Chief Strategy Officer at Webio) looks deeper into: "Financial Struggles, BNPL and the Future of Lending" and what this means for consumers.
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Paul Sweeney (Chief Strategy Officer at Webio) looks deeper into: "Financial Struggles, BNPL and the Future of Lending" and what this means for consumers.
VIEWThis week in the Credit Shift News Update, Paul Sweeney (Chief Strategy Officer at Webio) and Cormac O'Neill (CEO) discuss: "FCA Warnings, FinTech Funding, and LLMs Transformative Power".
VIEWThis is a Credit Shift News Update, where host Paul Sweeney, Chief Strategy Officer at Webio, navigates the latest stories in the credit industry. This week, Paul looks at "Treasury, Tech, and Trends".
VIEWJoin us on our exploration of the psychological and behavioural aspects of financial services products, with a particular focus on debit and credit cards. Hosts Paul Sweeney and Dan Blagojevic (Optima), together with esteemed guest Sean O’Toole (FinTech & SaaS Advisor), discuss the utility and emotional value of these products.
VIEWCould the rising fees from Visa and MasterCard be the catalyst that propels blockchain into the mainstream? Join host Paul Sweeney and Webio CEO, Cormac O'Neill, to dissect this possibility and more while navigating the evolving landscape of the credit industry.
VIEWThis week the team discusses FICO's latest credit card market report, the future of e-commerce and financial responsibility, the FCA's Duty of Care legislation, challenges that financial institutions face in keeping up with technology advancements, and the impact of AI and Large Language Models on Business Process Outsourcing.
VIEWIn the run up to the UKCCC 2023, Chris Leslie (the CEO of CSA) spoke with Webio's Mark Oppermann about what to expect at this year's conference and the impact of conversational AI on customer engagement in credit and collections.
VIEWThis week in the Credit News Update Paul Sweeney and Cormac O'Neill unpack the impact of record-breaking wage growth in the UK, the surge in rental costs, and the worrying increase in tenants with only a month's worth of savings. They also look at generative AI and Webio's CEO shares a final thought.
VIEWThis week in the Credit News Update Paul Sweeney and his guest Cormac O'Neill look at "Credit News: Mortgage Arrears, Embedded Finance & Ethical AI".
VIEWThis week in the Credit News Update Paul Sweeney looks at "Credit Invisibility & Financial Exclusion, Missed Payments and Venture Capital & Financing". Paul also unpacks a recent Lexis Nexus Report.
VIEWPaul Sweeney, Chief Strategy Officer at Webio, shares his thoughts on the future of large language models, the impact they could have for enterprises and what Webio is harnessing LLMs for today.
VIEWThis is a Credit Shift News Update, where host Paul Sweeney, Chief Strategy Officer at Webio, navigates the latest stories in the credit industry. This week, Paul looks at "Mortgage Rates, Consumer Debt Trends and Economic Impacts".
VIEWCredit Shift is the podcast for today's credit industry professional. Paul Sweeney, Chief Strategy Officer at Webio, will be discussing with leaders in the credit and collections industry about some of the issues of this space.
VIEWAre we on the brink of a transformative shift in the credit and collections industry? This question sets the stage for our thought-provoking discussion with industry experts, Dan Blagojevic (Optima Partners) and Chris Warburton (ROStrategy).
VIEWAI and digitisation are changing customer service by enabling personalised and a high level of support. In a discussion with Paul Sweeney from Webio, Chris Warburton from Ro-Ar explores the impact of AI, and more specifically, conversational AI, on customer service operations and society in general.
VIEWIn this podcast produced by CRM Playaz, three recognized experts in the conversational AI s;phere - Conversational X's Mitch Lieberman, Opus Research's Dan Miller and Webio's Paul Sweeney - discuss if we are entering the AI's golden era and what this means.
VIEWAI technology has shifted how contact centres help customers, offering support to agents in identifying financial vulnerability and providing personalised intelligent assistance.
VIEWIn financial services, creativity and innovation have opened doors to financial opportunities for the once overlooked. Various initiatives and technological advancements have changed the way we manage our money and how we access it.
VIEWIn the credit industry there is an intriguing interplay between psychology and consumer credit behaviour. The reality is that financial services are not just about utility; they also have emotional components.
VIEWConversational AI is a powerful tool for contact centres, but will it spell job losses or job transformation? Contact centre agents are anxious about their future, but it could be a bright one.
VIEWThere are myths about conversational AI that may be holding businesses back from adopting it. This article takes a look at these and shows why fears around using AI for credit and collections are often unfounded.
VIEWDebt collection can be a difficult and sensitive process for both customers and collection teams. AI chatbots can help to make the process more empathetic and efficient, leading to better outcomes for everyone involved.
VIEWWebchat, often overlooked in the credit and collections industry, is now emerging as a powerful tool for elevating customer experience while optimising operational efficiency using conversational AI.
VIEWIn response to the recent financial crisis and the explosion of AI tech innovation, the credit and collections industry is seeing a shift to businesses using AI and technology to help customers manage their finances.
VIEWAmidst the current cost-of-living crisis, many organisations have implemented customer support measures. Utility companies have proactively reached out to their customers with information on how to get help. We look at four examples of UK utility companies who have set up innovative measures to help their customers.
VIEWFinding the right balance between channels like WhatsApp and SMS is important for effective customer communications in debt collection. We explore the roles of WhatsApp and SMS and how they complement each other in automated collection efforts.
VIEWFostering an environment of innovation, particularly in the complex field of AI, is a sophisticated task requiring a well-designed and well-managed blend of people, processes, and technology.
VIEWThe role of AI as a digital assistant is moving towards a copilot model where it works alongside the customer service agents, supporting and enhancing their work experience.
VIEWConversational AI is breathing new life into debt recovery solutions today, ushering in an era of enhanced customer engagement and elegant debt recovery strategies.
VIEWTo stand out from the crowd, companies can’t just provide a good offering, but they have to back it up with exceptional customer service. While traditional customer service channels like the phone and email have their strong points, there's a player in town that's making its mark – webchat.
VIEWWe’ve all seen them, those small icons at the bottom of a webpage that you click to open a live chat pop-up. Online webchat is a quick way to get in touch with a company, so you may have enjoyed the ease of webchat, but have you ever wondered how this smart technology works?
VIEWWhile general purpose Large Language Models (LLMs) are perfect for conversational AI chatbots they fall short when it comes to specialised use cases. On the other hand, language models that are custom trained on industry-specific terms for an individual vertical can understand and respond to industry-related queries, tasks, and challenges with greater accuracy and expertise.
VIEWConversational AI for debt collection in contact centres explained in three minutes! Watch this video to see conversational AI, intent comprehension and vulnerability recognition in action.
VIEWUpcoming Webinar: 'Can AI Really Understand and Respond to Human Emotions in Debt Collection Conversations?’ The answer is yes. AI is enabling customers to be dealt with empathetically through automation or blended agent engagement, ensuring vulnerable customers experience the right level of care in an efficient way. In 45 minutes, we will delve deeper into how Webio’s AI is being used today in to understand customers and manage conversations based on their specific circumstances.
VIEWIn his opening address at the UKCCC, Webio CEO, Cormac O'Neill, expounded on how AI is transforming the way contact centres work.
VIEWDeloitte Digital has released its "2023 Global Contact centre Survey," which outlines significant trends impacting contact centre operations. Over the past two years, advancements in AI and predictive analytics are changing the face of automation and customer service.
VIEWThe phrase ‘Conversational AI’ has some ambiguity about what it means. From chatbots, automation, machine learning, NLP and NLU, intents to sentiment analysis, many struggle to connect the dots and see how this technology can work for their business and what can it deliver in the short, medium and long terms. In 45 mins, we take away the mystery and clarify what Conversational AI is in simple, relatable terms, why it is growing in popularity and what it can offer the debt collection industry and your business.
VIEWAccording to Gartner, the worldwide contact centre market is projected to experience a 16.2% growth from 2022, with total end-user spending reaching $18.6 billion in 2023.
VIEWThe addition of automation and AI into web chat has revitalised the Web Chat channel, infusing it with renewed vitality. Now it is fit for purpose, its a great addition to a digital debt collection strategy. With Webchat built specifically for debt collection see how to use it and how it to enhances customer experience and optimises operational efficiency,
VIEWWebio's DebtChat is custom built around the language of credit and collections. This webchat solution brings all the conversational AI and automation tools to live online chat that power Webio's customer engagement platform.
VIEWWhether you are part of an experienced collections team, looking for innovative approaches or a new to digital engagement, this webinar will arm you with practical knowledge and tools to leverage WhatsApp and SMS in your collection's strategy. As the effectiveness of traditional debt collection approaches falls behind those of digital channels, and as digital continues to deliver better conversation outcomes and operational efficiencies, focusing on one channel over the other can result in missed opportunities.
VIEWCompanies are embracing self-service solutions to replace the phone to manage debt conversations and FAQs. The biggest issue here is these companies are ultimately sacrificing customer intimacy for operational efficiency. This trade-off comes at a cost. The loss of customer intimacy directly impacts customer experience, the ability to handle and manage multi-layered complex issues and ultimately, conversation and business outcomes.
VIEWThe cost of collecting customer payments is a crucial focus for collections teams, with a concerted effort made to drive down the cost per £ collected and deliver a consistent customer experience. Technology has been playing a significant role in doing just that.
VIEWThe quality of a chatbot ultimately depends on your testing process which ensures that it functions as intended and is compliant to the pertinent regulations. In the end, a chatbot that fails to perform will frustrate your customers and hold up your processes. Get your copy of the Chatbot Testing Checklist!
VIEWWebio's Chief Strategy Officer, Paul Sweeney, gave a talk at the European Chatbot & Conversational AI Summit 2023 where he unpacked how conversational AI can help companies engage with financially vulnerable and indebted customers.
VIEWAccording to a research report by Market Research Future, the conversational AI market is predicted to thrive.
VIEWThe challenges for those managing the debt collections are how to do more with the same agent resources, shift the balance from agent labour intensive to smarter agent customer engagement, and avoid having agents on the dialler when it is ‘not spinning. This webinar takes a look at the actual statistics that clients achieve using automation as part of their debt collection engagement strategy. 300% may seem like a made up figure for effect, but that's the agent efficiency rate that is achievable and we will show how.
VIEWWebio’s Self-Service Studio is the next generation in self-service portals. This customer self-service portal lets customers manage their debts centrally whilst being fully supported by conversational AI messaging to ensure customers complete their journey without unnecessary friction.
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