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How MaxContact can help you get ahead in your sector
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Insights from over 1,000 recent customer experiences revealing what truly matters in contact centre interactions.
InDebted
InDebted increases call centre productivity by 30% with AI Agents
Our partnership with InDebted is an example of AI working hand-in-hand with humans, a combination we will see more of in the future. Since their AI Agent joined the team, InDebted’s contact centre productivity grew by 30% and resolution rate by 12%.
Creating space for humans to focus their time and efforts where it’s most needed is one of the greatest values AI can bring to contact centres.
Debt repayment support became a more common need
InDebted is a fintech startup revolutionising debt collection by helping customers boost their financial fitness. Their product uses empathetic digital messaging and offers self-serve options which makes it easy for customers to resolve their accounts. Since its launch in 2016, InDebted has helped over 250,000 customers with a 98% customer satisfaction.
When COVID-19 hit, InDebted saw a spike in the need for debt repayment support. When reaching out to customers, the team realised they were spending most of their time guiding customers on tasks that were fully enabled through self-serve. InDebted was looking for a way to continue supporting customers to self-serve their enquiries and payments while creating the space for their call centre team to help with the trickier enquiries. They wanted a solution that was smarter than an Interactive Voice Response (IVR), could provide great customer experience and deliver on their call deflection goals.
The challenge: the need to be there for customers at their most crucial time
One of the biggest challenges in customer service is balancing expectations with reality. Customers want their phone calls to be answered immediately but businesses know that short wait times are generally delivered only with expensive call centre capacity.
When COVID-19 hit, many businesses saw a huge influx in customer calls. The pandemic had a wide-reaching financial impact on individuals, resulting in an increase in customer debt. This is the story of how InDebted, an innovative fintech company partnered with us to support their customers when they needed it the most.
"Our AI helps us serve customers by providing instant responses and addressing queries efficiently. Gone are the times when customers had to wait 30 minutes to speak to a human."
Head of Product at InDebted
Meet Brooke, the AI for InDebted
We created a conversational AI identity called Brooke for InDebted. Brooke’s job was to answer every customer phone call no matter what time of day and help resolve their needs. Since InDebted’s mature digital solutions allow most enquiries to be managed by the customer, Brooke focuses on supporting people in the self-serve channel. Brooke is also helping identify customers whose queries couldn’t be resolved through self-serve and getting a skilled call centre agent on the team to step in and provide support.
Results
100% of calls answered by Brooke, the AI with 24/7 coverage
30% increase in daily agent case resolution rates
12% increase in same-day resolution
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