In Focus Collections
telephone call with agent, no matter how well trained they are. People do find smart digital interactions less invasive and actually drive a better outcome, especially relevant as more and more of your customers will be digital natives. This type of technology is operating today
in a wide variety of situations. One example of this is Facebook in the USA, which is already scanning conversations and live feeds for use in their ‘suicide watch’ AI technology, directing such conversations to highly trained, specialist agents to interact with the individual. It is hoped that this technology alone will reduce suicide in teenagers by some 10%. The same technologies that analyse,
look for patterns, check against historic similarities, decide on expected outcomes then alert and change approach live, are all available for your own communications programme.
November 2017
This type of conversation management
The same technologies that analyse, look for patterns, check against historic similarities, decide on expected outcomes then alert and change approach live, are all available for your own communications programme
This would be applicable to treating
customers fairly as the we rely on the agent to guide the conversation with customers and there are usually some templates that they follow, or work to.
www.CCRMagazine.co.uk
is possible with AI engines and I see this operating in two stages. Stage 1 would be where the conversation interface platform you are using to manage your conversations will propose next best response to and agent for them to verify and send. Stage 2 will be where the business gets the confidence to allow the AI to respond on its own to certain stages of collections conversations, the immediately obvious ones would be the ID&V process. We are not in the realm of science fiction, where a simple scan of the face lets the unnamed corporation download your thoughts and feelings.
Conclusion Technology is helping so much already and it is getting smarter every day. So it is probably time you started to ask yourself the question: is this something I need to be looking to bring into my business? CCR
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