Improving customer experience and outcomes with digital self-serve capabilities

We use artificial intelligence (AI) to ensure a seamless self-serve experience - critical for supporting customers back to financial health in a way that minimises any stress or discomfort they may feel due to the current difficulties they may be facing. It can also, if required, route enquiries to highly-skilled agents, trained to support more complex customer needs.

The combination of our people, our technology and our outcomes-focused approach is designed to nurture the important relationships you have developed with your customers and helps to prevent customers from entering the later stages of debt. As we’re focused on compliant outcomes, we use real-time speech analytics to monitor consumer sentiment and call quality and compliance for complete assurance. 

Strengthening your response with virtual agents

Our conversational AI tool provides customers with a 'human-centric' self-serve option that can answer questions in real-time, reducing the need to speak to an agent.

It can be scaled to any level with minimum resource and deployed within 24 hours. It also frees up your customer service agents' time and enables them to focus on helping vulnerable customers with complex enquires quickly and accurately.

Watch our video to see how Conversational AI can help your vulnerable customers.

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Explore related services

01

Debt prevention

We believe in treating people with respect and as individuals. We deliver this through a unique combination of specially trained agents, voice-recognition software, self-serve omni-channel journeys, artificial intelligence (AI) technology, predictive data analytics and more. By focusing on the person and their particular circumstances, we help to prevent customers falling further behind with payments and, in many instances, prevent payments being missed at all.

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02

Personalised journeys

Treating customers as individuals is key to generating the best experiences for them - and the best results for you. Our innovative technology solutions enable customers to self-serve and agents to provide tailored, flexible and relevant support, while maintaining a human-centred and empathetic approach.

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03

Flexible contact centre model

Flexibility is always a priority for any contact centre. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response. This could involve augmenting your teams with extra staff, introducing self-serve options, analysing customer segmentation to get the most from existing capacity, enabling home-working and more.

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