Building a proactive retention strategy
We explain how telcos can use data-driven approaches to improve churn reduction strategies. The whitepaper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive.
WHITEPAPER
Maintaining and growing trust with AI comms
BLOGWe 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 stalker
BLOGA 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 Retention
REPORTThis 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’t
BLOGIn 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 one
BLOGIn 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.
Your strategy for communicating with the three types of debtors
Not all debts are created equally. Some are easy to get back, others will be lost forever. Only by combining intelligent data capture with intelligent communication can you hope of finding out which is which on a mass scale. With proactive conversational AI, you can quickly probe your debtors to find out which levers you need to pull to guide the issue to a favourable resolution.
BLOG
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.
Sustainable AI: A Brief Inquiry
BLOGAI 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?
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?
