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British Gas VIDEO

British Gas - Reducing Missed Appointments and Lost Revenue with ContactEngine

Reducing missed appointments and lost revenue through proactive communications

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The Devil's in the Detail: Design Considerations for Wise Interventions


In the final article in our behavioural science crash course we detail the principle behind wise interventions. These are the pillars which support nudges for the public good. Read on to learn how to effectively design your nudges for success and the practical considerations to keep in mind to avoid failure.

READ 7 min

Maintaining and growing trust with AI comms


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.

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How to use AI as a butler, not a stalker


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.

READ 6 min

2023 Guide: Improve Collections and Customer Service – Strategies for Successfully Reducing Risk and Improving Customer Retention


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.

READ 22 min

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.

READ 5 min


The Case For Collection Treatment Automation Banner WHITEPAPER

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.

READ 10 min

Compassionate Collections: How Technology is Shaping the Collections-to-Consumer Relationship


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.

READ 10 min

Openreach win big at the European Customer Experience awards 2022


Sending 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.

READ 3 min

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.

READ 15 min

How to invest sustainably in AI


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? 

READ 6 min

Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental Accounting


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.

READ 10 min

Decisions on Auto Pilot: System 1, Customers and your Business


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…

READ 10 min
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