Chatbots in debt collection service: Tom and Lea never sleep.
To ensure faster processing of customer issues, many companies nowadays are using chatbots. At EOS too, chatbots are giving defaulting payers information and thus providing support to service personnel.
- At EOS, chatbots are handling simple debt collection matters and informing defaulting payers about their payment status.
- The chatbots answer automated standard queries and also support customer service personnel outside business hours.
- When processing and passing on personal information, chatbots are subject to strict data privacy regulations.
Chatbots can provide advice with online shopping, search for a suitable flight connection or order your favorite pizza for direct delivery to your home. What was being done by smartphone apps in the 2010s is the realm of digital bots and virtual assistants in the current decade. For companies, they represent a practical tool to automate their own processes and encourage interaction with their customers.
Chatbot Tom deals with standard queries.
Once people have got used to this technology, I am sure that it will improve the relationship between defaulting payers and us as a company.
Humans and chatbots work hand in hand
Rather, Tom and its human colleagues are set to work together more closely in future. With the next update, the chatbot will be linked to the EOS Contentia debt collection software. Lea, Tom’s chatbot sister, so to speak, has already undergone this step at EOS Croatia. The connection to the central collection software Kollecto+ allows the chatbot to process the personal data of the defaulting payers, offering users a whole range of additional options when interacting with the chatbot. When asked, Lea can provide information about the amount of debt, the due date and amount of the next payment, any costs incurred and a whole lot more. And if a matter exceeds Lea’s capabilities, the user is passed on to a member of the service team.
Data privacy the greatest challenge
As well as being used on the website, the intention is for Lea to also be integrated into common messaging services in the future. The popular app Viber in Croatia will set the ball rolling, to be followed soon after by WhatsApp. Using a QR code in a letter, email or on the website, defaulting payers will have access to their preferred communication channel and can interact with the chatbot in a familiar environment.