Insights and Inspiration

THOUGHT BOX

AI helps chatbots to get better at customer conversations

In his article in the Irish Times, Seán Duke talks to leading thinkers and innovators in the conversational AI space and where it is going with AI chatbots, the pitfalls the opportunities and how design is of the utmost importance. 

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How Conversational AI Works and What It Does

Conversational AI, which uses Natural Language Processing (NLP), Automatic Speech Recognition (ASR), Advanced Dialog management, and Machine Learning (ML), are likely to pass the Turing Test and provide a more realistic experience than traditional chatbots. Most of us have had interactions on websites with chatbots that were less than satisfactory, leaving us to resolve our issues some other way.

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Conversational AI is mainstream

As businesses embrace real-world applications of AI-based chatbots and voice-powered assistants, investments and acquisition action in the space are growing year on year

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Conversational AI Trends to Keep an Eye On

With more and more evolution, Conversational AI is advancing at a great pace and making it possible for machines to interact with humans via natural language.  Here are some of the Conversational AI trends that Ajay Kapoor covered in a recent article on Artificial Intelligence in Plain English.

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Digital Accessibility Enters The Spotlight As A Business Priority

When the Covid-19 pandemic struck, in many cases making digital the only channel through which customers could interact with brands, Forrester saw a significant uptick in inquiries related to accessibility, mostly from companies getting serious about accessibility for the first time. The pandemic served as a wake-up call not just about the importance of digital accessibility but about its benefits, like:

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Why 2021 is going to be an important year for the AI debate

Our very own Cormac O'Neill, spoke with Ian Curran from the Journal,ie to discuss AI and just how important it will be not only in 2021, from the hype around AI and confusing basic automation to applying deeper AI.

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It’s Finally Time for Frictionless Financial CX

It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of change into a few months. For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information. As financial leaders plan their next move, we've identified key customer experience trends and best practices that will help companies earn customer loyalty today and in the future.

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A three-step formula for trust in the Age of AI

The post pandemic world will be a dramatically different place, with more people working from home and shopping online than ever before due to COVID-19. As a result, we are living in an increasingly digital world. There is no turning back with at least 500 million tweets, 294 billion emails and 65 billion messages on WhatsApp being sent around the world every single day.[i]

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illustration of Webio chatbot and agent with intent analysis showing

Harnessing the Power of AI in Your Debt Collections Conversations \ Webinar

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. In this webinar, we will discuss the role AI plays 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.

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How Conversational AI Helps Identify Vulnerable Customers

With the incidence and complexity of vulnerabilities increasing, how does this impact how you engage with vulnerable customers? Or should I say, how to you know which customers are exhibiting signs of vulnerability?  The best-trained agents in the world are able to pick up on some of the nuances of customer responses and others are only hearing what they want to hear.  

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Laptop with Webio Campaign Screen with automated arm reaching in to take a conversation speech bubble

Keep Customer Conversations Going with Webio Reengage

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blackboard witth A and B written on two lines. One with a squiggly line connecting A to B and one with a straight line connecting A to B

Persuade me that AI technology works for debt collection

This is the last in my series of AI and in debt collections posts. Previously I talked about whether or not AI and automation should be used for debt collection and how customer conversations are your greatest asset and therefore they should be used to help engage more effectively. Now it is time to get down to the nitty-gritty. To recap, AI-driven customer engagement is all about finding out which customers should be contacted, thus driving down outbound contact attempts, and increasing overall contact rate performance.

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Your Customer Conversations are Assets So You Need to Use Them

In his last post, Mark spoke about how AI is modernising the credit and collections industry and how personalisation has been taken to another level. Today, I will look at data and managing the nuances of customer conversations and in particular conversational data.

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Should You Use AI and Automation for Debt Collection?

AI and automation are all about finding out which customers to contact, driving down contact attempts, and increasing contact rate performance. This post which is part of a series of AI in debt collections takes a look at the reasons you should use AI.

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Welcome to the future of Digital Debt Collections

We are launching Propensity Studio™ to help companies solve this problem around having difficult conversations about money. By understanding customer intentions in real-time, we help brands understand what is happening in a conversation, and direct customers to the best possible outcome in the fastest conceivable way.

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Man holding a phone with icons hovering above of speech bubble and AI icon

How Conversational Messaging Helped Debt Collection During Covid

Over the course of the last 6 months the Webio team received calls from existing and new clients who were scrambling to react with lightning speed to the needs of their customers and the businesses. Now with a little distance in the rear-view mirror, we are going to look at the role that conversational messaging played in getting agents back engaging with customers in a better and more efficient way. And highlight the wins that clients achieved.

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Funnel with all the elements of modernising debt collections - AI, automation, chatbots, intent

Modernising Your Debt Collections- the Why and the How

Taking a look at what modernising debt collection actually means and moving from a one-fits all to a flexible, personalised customer engagement approach. and how to build meaningful connections with customers that increase engagement and positive outcomes.

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Propensity Studio Explainer

Watch our quick explainer video on how Propensity Studio works with agents 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.

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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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Webio chatbot on a phone with conversation colourful speech bubbles with love hearts representing customer experience

Great Customer Experiences are Possible with Digital Messaging and Automation

There is a common misconception that customer conversation automation and the use of chatbots can have a negative impact on customer experience. This could not be further from the truth.If you are hesitant about using automation and chatbots and think they will never work in our business, this webinar is for you.

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Manage Debt Collection Conversations Like Never Before

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webio conversational messaging image of smart phone with bots and agents with speech bubbles with versus the dialler

Digital Messaging vs Dialler – Know the Real Numbers!

If the goal is for the business to connect with customers and have meaningful conversations that result in a positive outcome, the dialler just can’t compete with messaging performance, it’s that simple. In this webinar we will break down analyse dialler stats vs digital messaging stats and show just what can be achieved.

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Voicebot Podcast Panel Paul Sweeney from Webio, Tom Hebner,

Conversation on Conversational AI

Webio has been invited to participate in a number of industry and analyst led conversations. The most recent being the 'Conversation on Conversational AI' a discussion on the reality of implementing Conversational AI today.

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Maximise and Automate Customer Engagement Campaigns with 80% Less Effort

Not every customer gets to the same point in a conversation. So, what you do next will drive either the success or failure of every campaign and heavily impact customer experience. In this webinar, we will take a closer look at developing ‘kick it out of the park’ campaigns based on powerful ‘next step’ automated chatbots

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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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