Conversational AI in Credit and Collections: What it is and What You Need to Know 

AI and automation in customer engagement have made great strides in credit and collections, and the pace of change is accelerating.

More and more businesses are embracing AI automation.  and in particular, Conversational AI. But while the term is becoming familiar, many business leaders still have questions: What exactly is it? How does it work? And how can it add real value to digital debt collection?

In this 45-minute session, we’ll demystify Conversational AI and show how it helps credit and collections teams do more with less. It makes engagement operations more efficient and cost-effective without sacrificing customer experience; in fact, it enhances it.

From AI agents, automation, machine learning, NLP, intents, and sentiment analysis, many struggle to connect the dots and see how this technology can work for their business and what it can deliver in the short, medium, and long terms.

From picking the right channel mix (whether that is SMS, WhatsApp, RCS, etc.) to easing the pressure on agents, Conversational AI is changing how collections customer conversations are managed. It is ultimately helping businesses connect and engage with more customers in a way that delivers better conversation outcomes for all.

We will cover:

• What Conversational AI really means
  Not another chatbot, not a rules-based script, but something very different. Looking at the processes, components, and how they work.
• Custom Collections Language Models (CCLM)
  How AI, built specifically for credit and collections, understands the nuances of credit and debt-related conversations works and is far superior to general AI models like ChatGPT.
• The Impact on Customer Engagement Rates
  The how and why engagement rates surpass that of agents, diallers and one-way blast messaging.
• Automation and Agent Efficiency
  How agent performance is optimised, increasing capacity by up to 6x, and improving agent satisfaction.
• Getting the channel mix right
  Not only focusing on SMS, but also on why WhatsApp has become a go-to channel, and how to balance both.
• Real stories
  Practical examples of how credit and collections teams use Conversational AI today to get results. Businesses using Aryza Engage typically automate up to 85% of conversations and cut handling times by 30–60%.

Key Takeaways

• A clear picture of what Conversational AI is (and isn’t) in collections.
• Practical ways automation and smart channel use help you do more with less.
• Proof from other businesses showing how they’ve lowered costs, expanded reach, and improved customer experience.

So, if you are looking to learn how to best drive customer engagement and achieve better results with fewer resources, this webinar is for you.