Central Bank Digital Currency – Death of the retail bank?
Could a Central Bank Digital Currency be the death of retail banks? Survival tactics for retail banks.WHITEPAPER
Maintaining and growing trust with AI commsBLOG
We are at the stage where AI is human-like enough to assist with elements of customer service and problem solving. For businesses that are investing in their AI capabilities, they need to make sure that everything they are doing is increasing the trust their customers have for them.
How to use AI as a butler, not a stalkerBLOG
A step-by-step guide that brands can use to get their customers used to being spoken to by AI and ensure their services remain trusted as they hand over responsibilities from humans to machines.
2023 Guide: Improve Collections and Customer Service – Strategies for Successfully Reducing Risk and Improving Customer RetentionREPORT
This practical report focuses on compassionate strategies to mitigate this rise in debt coupled with consumers’ decreased ability to pay. The strategies have new digital possibilities at its core, and is always respectful of both legal and ethical issues within both North America and the United Kingdom.
How AI can have the sensitive conversations your call center can’tBLOG
In a sensitive business or commercial transaction, would you rather have a conversation with a human or a computer? Human, you say? Well, perhaps not.
Why producing a problem is better than causing oneBLOG
In the fourth article in our behavioural science series, we get under the skin of two very different but useful pieces of research. The first examines semantic prosody, exploring the feelings evoked by words on top of their literary meanings. The second discusses the importance of reasons when influencing. Implemented together, your messages could pack a more persuasive punch.
Collections: The Case for Collection Treatment Automation with Proactive Conversational AI
This 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.WHITEPAPER
Compassionate Collections: How Technology is Shaping the Collections-to-Consumer RelationshipREPORT
This 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.
Sustainable AI: A Brief InquiryBLOG
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.
Are you thinking about sustainability in AI?BLOG
ContactEngine 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 AIBLOG
There 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 AccountingBLOG
In 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 BusinessBLOG
In 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…