ING Turkey Automates Collection Calls with Conversational AI

The Challenge

ING Turkey was searching for a solution to decrease the repetitive tasks done by agents so they can focus on value-added and complex customer issues. ING Turkey wanted to offer a new customer journey for collection calls; their purpose was to increase efficiency by calling customers in the early collection phase. They mainly aimed to increase digital channel interactions with conversational AI.

The Solution

Thanks to Conversational IVR technology, instead of one-way interaction offering a pre-defined expected payment date to customers, ING can now assess and decide the exact payment date with the customers through a natural dialogue interface. All process is handled via natural dialogue. Thus, a new collection process has been created for customers. On the other hand, this new process enabled the ING collection team to eliminate customers who don’t need live agent support so that live agents can focus on customers who need more information and guidance with their financial difficulties. This new process improved customer and agent experience simultaneously.

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