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credit  and finance podcast

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Embracing the Future of Credit through Digital Transformation Hosted by industry expert Paul Sweeney, Chief Strategy Officer at Webio. This podcast aims to tackle the high-level digital challenges faced by professionals in the credit industry. Credit Shift is your go-to resource for navigating the evolving landscape of the credit industry.

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Conversational AI in Debt Collection

Fireside Chat: Conversational AI in Debt Collection in 2024

Following a highly engaging webinar on "Conversational AI in Debt Collection; What You Need to Know in 2024" that sparked many questions, the webinar hosts - Mark Opperman (Chief Revenue & Marketing Officer), Graham Bragg (Business Development Director) and Enzo Viscito (Business Development Director) - decided to record another session where they unpacked the queries in more detail.

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AI in CPaaS

Deep Fakes are Easy to Make: Should we be Worried?

Explore deep fakes with Paul Sweeney (Webio CSO) and Adrian Weckler (Irish Independent): their rise in Ireland, advancing technology, personal experiments, and potential dangers.

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AI in CPaaS

TADSummit Innovators: AI's Ethics & Transformative Potential in CPaaS

In this inspiring discussion, Paul Sweeney, highlights how Webio is transforming debt conversations for better outcomes by prioritising privacy and avoiding reliance on the tech giants. The conversation explores conversation intelligence, ethics, and the long-term impact of AI on CPaaS.

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AI in debt collection

AI Awards Interview: How Webio's Conversational AI Delivers Success

In the run up to the AI Awards Ireland, Chief Strategy Officer, Paul Sweeney, spoke to Mark Kelly about how Webio's conversational AI helps companies engage with their customers about debt and finances with both empathy and efficiency.

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Has ChatGPT Ushered in the Golden Era of Conversational AI?

CSA CEO Chris Leslie Interviews Webio's Mark Oppermann Ahead of UKCCC 2023

In 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.

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AI in credit and collections

The Future of Large Language Models and Their Impact on Enterprises

Paul 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.

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The Credit Shift Podcast - What's it All About?

Credit 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.

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Podcast: Revolutionising Contact: AI and Digitalisation Transformation

Revolutionising Contact: AI and Digitalisation Transformation

AI 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.

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Has ChatGPT Ushered in the Golden Era of Conversational AI?

Has ChatGPT Ushered in the Golden Era of Conversational AI?

In 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.

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Conversational AI messaging podcast with Webio and WebRTC

Trends in Conversational Chat with WebRTC

Conversational AI and chatbots are a hot topics in the world of contact centres at the moment, but what is the current state of Conversational Chat and where is it headed? Webio's Paul Sweeney and Ben Waymark spoke with WebRTC all about it on this podcast.

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debt collection technology for customer trust

Reputation, Reputation, Reputation: Overcoming Customer Wariness

In this discussion, the three panelists looked at why customers can be distrustful of the credit and collections industry and how we can change this negative perception. The collections industry's primary role is communication, not financial services. Nowadays, there are powerful debt collection tools available which automate conversations around debt collection - but we cannot afford to lose the human touch. The panel looked at how critical language choice is when interacting with customers and how it is important to recognise vulnerability and connect on a relational level first before jumping in and asking for money.

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conversational AI messaging for debt collection

Cormac O'Neill Speaks on 'How AI Assistants will Extend the Digital Advantage'

AI assistants aren't just a thought for the future anymore, they are active now and breaking ground in the credit and debt collections industry. In this podcast - taken from a talk given at the World Credit Congress & Exhibition 2022 - Webio CEO, Cormac O'Neill, unpacks all that conversational AI and digital assistants can do for customer engagement and debt recovery.

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Webio CEO talks conversational messaging on South East Radio

Webio's Cormac O'Neill Discusses Conversational Messaging for Debt Collection on South East Radio

Webio CEO, Cormac O'Neill, chats to Karl Fitzpatrick on South East Radio's "Business Matters" program. They talk about how businesses need to change their approach to debt collection, especially in this time of financial pressure. Using conversational AI, the Webio platform seeks to improve engagement between businesses and their customers.

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Podcast: AI in Contact Centres and Other Stories

AI in Contact Centres and Other Stories

In Episode 261 of the Voicebot Podcast with Bret Kinsella takes a step back to review the top stories of the past six months in Voice AI. Long-time notable industry leaders Sarah Andrew Wilson, former CCO at Matchbox.io before Volley acquisition and Paul Sweeney, head of product at Webio, join Eric Schwartz and Bret Kinsella in discussing topics ranging from Amazon’s new Astro Robot operating in the real world to new enterprise applications for voice.

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Conversational AI and the Power to Make Difficult Conversations Easy

Webio is on a mission to make those difficult conversations about money that little bit easier for everyone concerned and this interview with Ton Dobbe delves a little deeper into Webio's product innovation that makes that happen. 

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email contact center

From Email Overload to Instant Replies: How Digital Messaging Relieves the Bottleneck

Contact centres struggle with overwhelming email volumes, leading to slow response times and customer dissatisfaction. By shifting to digital messaging channels like WhatsApp and SMS, businesses can improve efficiency, reduce response times, and enhance customer experiences. Automating and integrating these channels significantly boosts agent productivity and overall service quality.

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AI customer service and AI customer engagement

Successful AI Customer Engagement with Smaller Custom Language Models

Understand the limitations of language models when building AI agents and focus on accessibility, personalised customer engagement, and robust governance. Additionally, use smaller models for easier control and maintenance. Consequently, agencies and small businesses can stay competitive by leveraging fine-tuning and retrieval-augmented generation (RAG) techniques to enhance AI solutions.

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web chat

Why Web Chat? The Benefits of Web Chat for Customer Engagement

Why do businesses, agents and customers all love using web chat for customer engagement. Think of its speed, privacy, and efficiency, and how it fosters customer relationships, and improves service quality.

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Maximising Contact Centre Channels and Reducing Dialler Dependency in Debt Collection

Diallers, once the sole star in call centres, can now harmonise with digital channels in contact centres to draw from the strengths of all the channels. Businesses integrating these technologies see improved engagement, showcasing digital channels' potential to amplify customer engagement capabilities.

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WhatsApp log and WhatsApp Business API logo

WhatsApp Business or WhatsApp Business API: Which Is Right For Your Business?

There is no doubt that WhatsApp is a channel that all businesses should be adding to their channel mix.  Before you jump into signing up there are some key points that you need to know.  There isn’t just one WhatsApp Business account, there are a couple of options depending on the size of your business and what you want to achieve.

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WhatsApp Business Chatbots

How WhatsApp Business Chatbots are Surpassing SMS for Debt Collection

WhatsApp Business use in debt collection is growing, which brings to light its superior engagement and broader demographic appeal compared to SMS. This blog outlines the platform's advantages, including low noise, convenience, and enhanced security, contributing to improved customer experiences and the strategic adoption by debt collection agencies for more efficient communication.

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automated debt collection software

Automated Debt Collection Software: A Double Whammy of Effectiveness and Efficiency in Customer Engagement

When we talk about the technology behind customer service, it's like opening a gift box of digital marvels and innovation. But there's a gem hidden amidst this treasure trove —the double-bonus of AI debt collection software that boost both effectiveness and efficiency.

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debt advice from Citizens Advice

Digital Channels: Door-Openers for Debt Advice Conversations

As Citizens Advice and similar organisations look to the future, the integration of digital technologies and AI presents both opportunities and challenges. The potential to enhance service delivery, reach more people in need, and operate more efficiently is considerable. Using digital channels to connect with people is an effective way to open conversations and move towards solutions to help free people from financial strife.

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debt collection software and ai debt collection

Why Digital Engagement is the New Debt Collection Strategy

The sentiment towards debt collection has changed and businesses are discovering why empathy in customer engagement is so important. The ongoing switch to digital engagement, and using AI in debt collection, is shaping debt collection, and companies need to find the right balance between traditional and digital channels, and keep on innovating.

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AI for business

AI for Businesses – Adoption Challenges, Ethics and Data

What is the role of AI in business transformation and how do you overcome adoption barriers? We take a look at the importance of synthetic data, ethical considerations, strategic planning and the potential of AI to enhance financial inclusion along with insights from AI and digital transformation experts.

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conversational AI for customer service

Conversational AI for Successful Debt Collection

From low response rates to ignored emails, contact centres can get frustrated by processes that are both expensive and labour-intensive. But now, teams using conversational messaging and AI chatbots for debt collection are boosting customer engagement at a scale never experienced before.

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Customer Engagement Software

Why Customer Engagement Software Works for Debt Collection

It can be challenging to connect with customers, especially if you work in credit and collections. But over the past few years we have seen a sea change. Customers who do not want to be contacted are more likely to respond if they don't have to have a voice-to-voice conversation with a debt collections agent. So, what has changed?

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conversational AI messaging for debt collection

Conversational AI: The Missing Link for Self-Service Portals

Conversational AI provides a unique solution that delivers customer intimacy and operational efficiency all rolled into one, making it perfect for customer engagement.

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Data Security and Privacy in AI-Driven Debt Collection Software

Safeguarding Data in AI-Driven Debt Collection Software

When using conversational AI for debt collection, data security and compliance is a core concern. There are best practise strategies for protecting sensitive information and for adhering to regulations, while building trust between businesses and their customers through responsible data handling.

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SMS Debt Collections

Using SMS for Debt Collection - Conversational AI is Making all the Difference

As the go-to for everyday communications, SMS and other messaging apps have seen off the chart growth. While text messaging is successful in all areas of customer engagement, it is showing stellar results in credit and collections where reaching out to customers via messaging is more powerful than solely relying on phone calls and agents to chase customers.

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multichannel messaging

Debt Collection Made Easy with Multichannel Messaging

Debt collectors know all too well how their debtors ignore phone calls and toss letters away, and even if they manage to contact customers, they often don’t get their payment. There must be a better way to connect with customers that keeps both you and them smiling. It’s conversational customer engagement via multichannel messaging.

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Conversational AI vs Generative AI: Enhancing Contact Centres CX

Discover how conversational AI and generative AI can boost your contact centre’s performance and achieve CX goals. Conversational AI enhances chatbots and IVR systems by simulating human interactions, while generative AI creates original content for customer support and automation. The CX Today guide explores their strengths, limitations, and combined potential to transform customer experiences.

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Is Email in Your Contact Centre Creating Bottlenecks?

Is Email in Your Contact Centre Creating Bottlenecks?

Discover how to manage the growing volume of inbound customer emails and improve response times with effective email deflection strategies. Learn practical ways to guide customers towards more efficient real-time digital communication channels like SMS and WhatsApp, reducing email overload and enhancing customer satisfaction. Join us for a 40-minute session on optimizing your customer service process."

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How WhatsApp and SMS Complement Each Other in Digital Debt Collection

How to Reduce Dialler Dependency and Have More Customer Conversations

If the business goal is to connect with more customers more efficiently and have more personalised conversations, that results in positive outcomes. In that case, the dialler can’t compete with digital engagement—it’s that simple. By the end of this session, you will be equipped with insights and practical strategies to reduce dialler dependency. The dialler has been the holy grail of the contact centre space, but that is certainly no longer the case

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How WhatsApp and SMS Complement Each Other in Digital Debt Collection

How WhatsApp is Surpassing SMS Engagement in Debt Collection

The decision between leveraging WhatsApp and SMS is pivotal. WhatsApp can profoundly impact the effectiveness and efficiency of collections campaigns.This webinar will highlight the untapped potential of newer digital channels. It will help you redefine your approach and achieve greater efficiency and effectiveness in your customer engagement and collections process.

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Top Artificial Intelligence Statistics and Facts for 2024

By 2025, the market value of AI will be $60B. AI capabilities are expanding the possibilities for how businesses approach real-time engagement with their customers, manage their operations and ensure business continuity. As technology advances, companies are finding new ways to innovate and expand. Here are some top AI statistics to help you understand AI usage in 2024 – and beyond

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AI Shouldn’t Compete With Workers—It Should Supercharge Them

Clive Thompson for WIRED, exploring Erik Brynjolfsson's argument that the Turing Test and copying humans was the wrong goal, it should have been about..

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AI and ML in Debt Recovery Processes

Financial institutions use artificial intelligence (AI) and machine learning (ML) models to reshape debt recovery. You might find it challenging to believe AI and ML models could reshape the financial industry. Some people thought the same thing about the internet. Many creditors are already adopting these technologies, so it’s only a matter of time before they permanently transform ordinary debt recovery processes.

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How Conversational AI in Debt Collection is Working Today

How Conversational AI in Debt Collection is Working Today

A practical look at AI and Automation in day-to-day debt collection operations. The reality and the results both for the business and agents.

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Conversational AI in Debt Collection What You Need to Know in 2024

Conversational AI in Debt Collection; What You Need to Know in 2024

2023 marked a pivotal year in the evolution of AI, with ChatGPT emerging as a ground breaking example, reshaping our perceptions and applications of AI in everyday life. It rapidly moved into the mainstream with many businesses looking to seize the opportunity to benefit from all AI had to offer, especially in the area of customer engagement. And debt collection is no exception.

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How WhatsApp and SMS Complement Each Other in Digital Debt Collection

How WhatsApp and SMS Complement Each Other in Digital Debt Collection

Whether 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. 

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Automation and AI in Debt Collection: What's the Difference?

There is a needs to understand exactly how businesses can harness automation and AI effectively: when should automation be used, when should AI be brought into the mix, and what should be the balance between the two? In this 45-minute, webinar we will bridge that gap, offering clear insight into the individual and combined powers of automation and AI in managing debt collection customer conversations. 

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Custom Language Model for Credit and Collections

Why Webio Built a Custom Language Model for Credit and Collections

Large language models are brilliant at powering generative AI, but they are not accurate or secure enough for many enterprise use cases, such as in finance matters. That's when you need custom language models. Webio has built a language model fine-tuned specifically for the credit and collections industry.

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AI in contact centres

AI Improves Customer Experience and Contact Centre Efficiency

Customers and employees can benefit from the use of AI in contact centres. Businesses can use AI to provide customer self-service options and help make agents more productive.

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Vulnerability: How AI is Driving Better Customer Outcomes in Debt Collection Conversations

Identifying and managing vulnerable customers, especially in the age of Consumer Duty, is a priority.  But can this technology be used in Collections and help with Vulnerability?   The answer is yes, it's happening already.  

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conversational AI and AI chatbots

Conversational AI Should Aim to Feel More Human

In AI, the key isn't just replicating human features but understanding how human interactions work and the future lies in the nuanced, natural interactions where technology enables a genuine and empathic connection.

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AI in debt collection and contact centres

How AI is Changing Debt Collection and Vulnerability

Mark Oppermann, Chief Revenue & Marketing Officer at Webio, gave a presentation at the Collections & Vulnerability summit in Manchester about AI in collections and how it helps with customer engagement and vulnerability detection.

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Find out how Webio's AI and automation in customer engagement positively impacts inbound and outbound customer engagement in your business.

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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