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Alexa, Pay My Bills (Sponsored by Interactions)
Recorded: Dec. 4, 2018
It’s 2018, and conversational artificial intelligence is everywhere -- in our homes, our cars, and customer service support. However, the majority of the Collections industry has yet to implement a conversational approach to debt collection.
Piggybacking off our 2017 research that affirmed that consumers were willing to interact with a Virtual Assistant for a variety of payment scenarios, we set out to discover how the market has changed in the last 12 months:
- Do consumers now prefer AI to live agent assistance?
- Are consumers now more comfortable making payments with AI?
- Will live agents continue to play a pivotal role in debt collection?
Dan Fox, Senior Manager of Field MArketing at Interactions
Randy Rivera, Member Advisory Board at Fintex
Jason Schultz, Director of Consumer Experience at Rausch Strum