Intrum UK launches collections chatbot
UK credit management specialist pioneers AI technology
Credit management firm Intrum UK has this month deployed a collections ‘chatbot’ powered by artificial intelligence.
The chatbot enables customers to receive answers to their questions 24 hours a day, seven days a week. The technology is being piloted in Intrum’s UK and Norwegian businesses before it is deployed globally.
The intelligent system was created by Norwegian Fintech firm Boost AI. It can answer more than 730 questions posed by customers as well as signposting debt advice, mental health support, self-service payment options and human customer support.
In the first three months of use in Norway, the chatbot conducted 15,900 live chats and was able to answer 90% of the 47,500 questions received.
All chatbot activities are monitored through Intrum’s dashboard, which will be used to adjust and further develop the technology to meet customer needs. In future, the chatbot will be able to answer customer-specific questions on accounts, such as current balance and next payment date as well as integrating seamlessly with human chat.
The pioneering collections technology offers customers the ability to manage their accounts and seek help at any time. As well as extending service the development means customer support representatives can focus on complex cases such as those involving customers in vulnerable circumstances.
Intrum UK Managing Director Eddie Nott said this is the first step in a new phase of technological advancement. “Intrum UK is excited to be one of the first in the Intrum Group to implement artificially-intelligent chatbots,” he said.
“The 24/7 service is another step forward in our quest to offer customers even greater choice and support while maintaining the award-winning customer service for which we are known. Our existing call centre support and digital account management will be complimented by this technology.”
Hannah Cook, Intrum Group Digitalisation Program Director, added: “Our ambition is to be the leading player in our industry, setting the standard for how new technology can be used to better serve our clients and customers. The introduction of this debt collection chatbot in the UK takes customer service to the next level and is an important step on this journey”.