Conversational AI for Customer Engagement in Credit & Collections

Using Conversational AI designed for credit and collections, Webio enables businesses to increase customer engagement across digital channels and have better quality conversations. This results in more payments, arrangement plans, and helps customers get back on track with their repayments.

Webio's out-of-the-box AI Customised Collections Language Model is specially trained for credit and collections. Webio interprets individual customer circumstances during conversations and manages them accordingly, in line with Consumer Duty requirements, to deliver better outcomes. Unlike general AI models that operate across a wide range of topics, our Custom Collections Language Model is tailored to understand and interact within the specific context of debt collection.

Webio AI identifies vulnerabilities, customer intents, and extracts useful information that guides conversations to completion in a more empathetic and efficient manner using automation and blended live agent engagement.

Secure and compliant, Webio's AI responses are not the same as generative AI responses. No need to worry about incorrect answers; all responses can be approved by the business to ensure compliance is met at every turn.

WEBIO AI CORE ELEMENTS

• Capture: Using Data Efficiently to Improve Conversations Entity gathering extracts key information from unstructured messages, such as dates, amounts, and postcodes. Standardizing formats and verifying against databases reduces messaging interactions by 66%.

• Intent Recognition: Understanding Customers Better Analysis of customer messages helps identify who the customer is and what they want to do, routing the conversation down a hyper-personalized path based on their specific circumstances, such as vulnerability.

• Guidance: Predicting Conversation Outcomes Understanding the likely outcome of a conversation in real-time with clear journey paths based on outcomes results in conversations being resolved in fewer steps, using the right blend of automation and agent engagement.

A GLIMPSE OF WHAT CAN BE

• AI Agents and Automation Closing 320 to 420 Conversations Daily

  Webio's AI and automation rate is on average 78.2%, with some clients achieving over 90%. This transforms agents' operational capacity. Phone agents typically handle 50 to 70 conversations daily, whereas Webio clients' agents manage digital conversations with AI/Automation, closing 380 to 420 conversations daily.

• Webio AI Co-pilots improve agent performance and reduce workload.

  AI generates and ranks top response options, giving agents the best responses based on previous conversation outcomes.

*59% Customer Conversations Identified as Vulnerable-Escalated to Skilled Agents

Identifying vulnerability is easier on phone calls due to audible clues, whereas digital platforms struggle to identify customer circumstances. Webio solves this by identifying what customers want to do earlier in the conversation and guiding them through an automated or blended engagement path.

KEY FEATURES

• Collections Language Model
• Secure and Compliant
• Flexible, Fast No-code AI Agent Builder
• Blended AI Agent and Live Agent Engagement Capabilities
• AI Co-pilots to Support and Enhance Live Agent Performance
• Intuitive UI and Agent Conversation Screens
• AI Front-and-Centre on Agent Screens to Improve Conversation Management
• 24/7 Service Availability with Automation
• 3rd Party Integrations and API Integration
• Conversational Self-Service
• Generative AI capabilities Agent Conversation Summaries
• Webio Co-pilots
• Smart Scanning FAQs and Smart Agent Responses
• Wait Until Conversation Re-engager
• Prebuilt and Custom Templates
• Real-time Reporting and Analytics
• Create Once, Deploy Everywhere