The Opportunity
Identifying experiential opportunities in customer touchpoints that Gen AI can transform.
Making customer accounts, the customer context and next best steps easier to understand by utilising the benefits of generative AI to create value-focused comms, scale and hyper-personalisation.
The Solution
AI personalised support for vulnerable people
After getting sign-off on our business case, we engaged in rapid prototyping and testing, which allowed our partners to see the value that Gen AI could bring to 'at-risk' customers, which allowed us to de-risk the development cycle and prove business value.
The Impact
The impact of a solution being deployed into closed beta saw a reduction in accounts falling into arrears and the subsequent impact on debt collection. We also saw the potential for reduced call-centre demand and reduced consumer stress and anxiety, which could contribute to increased customer safety and well-being.