living costs, a significant number of people are now living in debt or experiencing problems paying their bills. Research indicates that as a direct result of the rising cost of living, individuals areThat’s why it’s more important than ever to understand your customers’ situations and identify those who are vulnerable and need more support. Organisations have more data than ever to help them identify these in-need customers and support them in avoiding late payments.
Furthermore, your contact centre agents — the people most likely to engage with your vulnerable customers — can be better coached and trained to display necessary empathy. With AI-powered tools, like conversation intelligence, you can identify words, phrases and acoustic qualities that demonstrate vulnerability, and then alert agents in real time to better support agents through their conversations.
to benefit from understanding areas of concern or success. For example, specific use of language by successful collections agents, common objections from debtors and how they’re best overcome.that indicate potential late or non-payers, enabling you to implement a proactive, not reactive, strategy.
Including AI in your collections strategy allows you to gain deeper insight into your customers’ financial situation that helps improve experiences and loyalty, while also supporting your organisation’s long-term business performance and growth. If you’re interested in learning more about how AI and how it can drive value to your organisation, as well as improving the customer experience, download CallMiner’s