Maximising AI Automation for Collections Conversations

AI and automation are now part of the day-to-day collections operations. We know because it’s dominating the conversations we’re having with operational and credit and collections leaders every week.

Some collection teams are piloting AI to improve customer engagement. Some are live. Some are under pressure to “do something” with it to drive better engagement rates and operational efficiency.

It is all very exciting. But once you switch it on, reality kicks in. The first few weeks rarely look like the business case. Automation doesn’t peak overnight. And simple decisions in conversation design suddenly matter a lot more than the tech itself.

In this 45-minute session, we’re not revisiting the theory. We’re talking about what actually happens when you use conversational AI – digital channels, blended live agent engagement, integrations to manage financial customer conversations and collect payments at scale.

What we will cover

If you’re looking to understand where automation really fits in collections and how to get it right then this webinar is for you.

• We’ll walk through what AI automation looks like in a live collection’s environment from day 1 through day 30, day 60 and day 90.
  What improves. What stalls. What needs adjusting
  
• Explain the common pitfalls we see early on, where teams over-engineer journeys, and why keeping conversations simple often drives stronger engagement and smoother operations.
• How AI and automation is brought to life using real-world data and examples from DCAs and collections teams handling millions of customer conversations.

And importantly, we’ll talk about the results you can expect when it’s done properly

• • Improved engagement and payment rates.
  • Higher automation over time that deliver significant business benefits
  • More efficient handling of customer conversations
  • Clearer paths from managing customer conversations to positive collection outcomes

Key Takeaway
Whether you have a contact centre of 10 or 500 agents, you’ll be able to benchmark where you are today, understand what “good” looks like, and identify the right next step for the business. You will find this session useful if:

• You’re considering AI but aren’t sure where to start
• You’re early in your implementation and reviewing initial performance
• You’re already live and looking to improve engagement and operational efficiency

We promise you in information filled discussion.