An artificial intelligence system is set to help Oodle Car Finance to identify vulnerable consumer credit customers and to ensure its staff adapt their behaviours accordingly.
As part of Oodle’s drive to ensure fair outcomes for vulnerable customers, in line with Financial Conduct Authority requirements, it has selected AI-driven customer experience solutions from NICE, a US-based tech firm, to support Oodle’s frontline contact centre agents with real-time guidance, ensuring fair treatment, and addressing regulatory compliance.
NICE’s technology enables Oodle’s staff to adapt their behaviours, driving higher volumes of fair outcomes for vulnerable customers.
The cloud-based NICE customer experience applications make it possible for Oodle to pro-actively identify vulnerable customers by analyzing the company’s interactions. The analysis of every voice contact occurs automatically, with no manual effort, accurately identifying indicators of vulnerability among customers. The solutions provide effective post-call and real-time interaction guidance for frontline agents, improving their responses to consumer vulnerabilities and the agent soft skill behaviors impacting customer satisfaction metrics.
While Oodle is aligning with FCA guidance, owing to Enlighten AI, it is also lowering its operational costs by improving multiple key KPIs related to agent hold times and first call resolution. When comparing to previously available data, Oodle has seen an improvement in the accurate identification and flagging of vulnerable customers. The solution will continue to learn and improve as time goes on, with the goal of unconscious competence across the customer-facing workforce.
“At Oodle, our enduring goal is to provide an exceptional experience for all our customers, and we want our customers in vulnerable circumstances to receive good customer outcomes that take into consideration their situations. Our objective is to ensure consistent fair treatment for all.” said Jessica Bates, chief operating officer of Oodle Car Finance.
“To ensure we embed this into our culture and provide the quality our customers have come to expect, we selected NICE Enlighten AI for Vulnerable Customers. The solution enables us to rapidly and automatically incorporate the visibility and guidance needed to effectively support customers in vulnerable circumstances, ensure fair treatment and deliver exactly the service they need, when they need it.”
Darren Rushworth, president, NICE International, said: “By choosing NICE Enlighten AI, Oodle has distinguished itself in its industry with real-time analysis of every interaction and rapid responsiveness to the specific needs of all its customers.”
AM recently reported how AM100 dealer group TC Harrison was investing in systems and training to help its workforce identify and support vulnerable customers in line with Financial Conduct Authority demands.
The motor retail group is deploying Comentis’s clinically developed financial vulnerability assessment tool across its seven Ford dealerships and its leasing division, to make the assessment available to all retail customers, irrespective of whether they are taking credit or not.