“Would you mind leaving the room please?”
It may be counter-intuitive to think that people might prefer to speak with a computer over a human being. But early experiments with AI revealed some illuminating human behaviours that are central to understanding our preference for non-judgemental entities in personal matters.
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How Not to Collect Debt
BLOGDon’t let your debt collection activities cause a scandal. There are plenty of tools available to help you keep out of the tabloids this winter.
Winning Customers for Life – How Your Debt Strategy Must Work Harder for Gen Z.
BLOGIf you truly value your customers, and you want your business to be a force for good in the long-term, then using AI to provide more ‘human’ solutions to debt is a crucial component.
Collections: The Case for Collection Treatment Automation with Proactive Conversational AI
WHITEPAPERThis paper explores the collections industry's changing landscape and presents a proven solution for first party collections teams to recover outstanding consumer debt more efficiently whilst delivering better outcomes for consumers.
Compassionate Collections: How Technology is Shaping the Collections-to-Consumer Relationship
REPORTThis report outlines the current debt landscape in the US, what impact technology and innovation has on collections agencies and most importantly, how to create an effective, compassionate debt collections strategy for your customers in light of the November 2021 regulations.
Openreach win big at the European Customer Experience awards 2022
NEWSSending our biggest congratulations to our brilliant client Openreach who recently cleaned up at the prestigious European Customer Experience awards 2022, beating fierce competition to win gold in the ‘Customer Experience in the Crisis’ category and bronze in ‘Customers at the Heart of Everything’ category.
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The Install Journey
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ContactEngine for Retail
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Explainable AI
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Human-Computer Rapport
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Sustainable AI: A Brief Inquiry
AI Sustainability refers to the overall development, application and implementation of artificial intelligence to achieve globally established sustainable development goals (SDGs). It's a hot topic in AI and understanding and research can help you make prudent decisions in both running models and ensuring the models you use are run in a responsible way, both ecologically and socially. This article covers AI initiatives, development, innovation and how sustainability is an inherent consideration for each.
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Are you thinking about sustainability in AI?
BLOGContactEngine is already carbon negative – but, following the noise around COP26, the threat of irreversible climate change provides a good reason to discuss sustainability in AI more generally.
How to invest sustainably in AI
BLOGThere are plenty of good moral reasons to invest in sustainable AI businesses but increasingly now there are good business reasons to do so as well. But how do you identify the companies that are genuinely making a difference?
Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental Accounting
BLOGIn the third instalment of our behavioural science guide, we highlight the role of cognitive load in the customer journey, as well as discussing the theory behind confirmation bias and bad mental accounting. Read on to learn how managing system 2 correctly can improve your customer journey.
Decisions on Auto Pilot: System 1, Customers and your Business
BLOGIn part two of our five part series, Albert Evans continues his crash course in behavioural science. In this chapter, Albert discusses cognitive process and theory behind decision making, are you, or your customers, making decisions without even thinking? Read on to find out…
Behavioural Science 101: Influence Nudging and Choice Architecture
BLOGThis first of a five-part series, Albert Evans introduces a crash course in behavioural science, starting with the importance of influence. Read on to discover why you should care about influence and 'nudging', and what this means for your customer journey!
Collections - prevention is better than cure
WHITEPAPERHow the latest advancements in customer service technology can be applied to reduce the cost of collections, increase repayments, and prevent customers entering the collections process in the first place
