In this panel discussion which took place at the recent Credit Connect Think Tank, Snap Finance and Oplo discussed how they are adapting to the new world of mobile customer engagement and the role conversational messaging (automation, chatbots and AI) has played in increasing and managing customer conversations over SMS and WhatsApp.
In particular how automation and chatbots really delivered during the pandemic, especially when they needed to transfer to a remote working model whilst managing massive spikes in call volumes and thousands of interactions to organise payment holidays and payment plan requests.
They also touch on the importance of taking a blended rather than a one size fits all approach when it comes to using chatbots. Agents are still a vital component of their contact strategy but designing customer journey with chatbots and agents is one of the keys to their success.
Watch the panel discussion