Six Critical Innovations Transforming Digital Customer Engagement

We recently hosted a dynamic webinar on the future of intelligent customer engagement with our valued partners KredosAi, a fast‑growing startup delivering AI-native customer engagement, and Hiya, a global leader in voice intelligence services.

The webinar, linked here, featured a robust conversation among executives touching on the key benefits of our FICO® Platform - Omni-Channel Engagement Capability and how enterprises can leverage cutting-edge AI and communication technologies to create more meaningful customer connections that drive desired actions at scale.

The discussion also revealed a fundamental shift in customer expectations: 96% of customers express satisfaction with banks adopting AI, and businesses can potentially see a 30% decrease in customer service costs through intelligent automation. With companies sending about 10,000 digital messages to consumers daily, the need for hyper-personalized, contextually relevant communication has never been more critical.

We're sharing six key innovations from our discussion that showcase how FICO is enabling intelligent customer engagement at scale, enhanced by our partnerships with KredosAi and Hiya.

1. Predictive Communication Intelligence Determines the Best Time and Channel to Reach Each Customer

Machine learning models can determine the best time, channel, and device for each individual customer interaction.

FICO® Platform is designed to leverage historical customer response data stored at the account level to feed sophisticated machine learning models designed to recommend rank-ordered best time and channel combinations. Using FICO's patented profiling technology and behavioral sorted list algorithms, the system is intended to build comprehensive features reflecting both short-term and long-term customer behavior patterns.

The breakthrough lies in our collaborative profiling approach, which creates population archetypes (essentially dynamic customer personas learned from data rather than fixed segmentation rules). This approach would enable even new customers with limited history to benefit from insights derived from similar behavioral patterns across the population. The neural network models would combine individual customer features with population insights to predict the most likely successful contact times and channels, with the capability to automatically override standard strategies when better options are identified.

2. Behavioral-Based Messaging Delivers Hyper-Personalized Content at Scale

Our partnership with KredosAi brings reinforcement learning AI to dynamically optimize every message for maximum engagement.

Through our integrated solution with KredosAi, we're addressing digital fatigue head-on by grounding every message in behavioral economics principles. Their multi-armed bandit methodology ensures that each communication (whether SMS, email, or WhatsApp) is continuously optimized for the recipient rather than relying on static A/B testing that takes weeks or months to yield results.

The system analyzes real-time feedback on timing, tone, and channel performance, automatically scaling winning approaches while learning from less successful attempts. In the background, new messages are continuously tested, creating thousands of message variations that can be compliance-approved and deployed rapidly. We've seen this hyper-personalization approach deliver measurable business outcomes within two days of message deployment, with higher conversion rates and faster insight cycles that enable continuous optimization.

3. Rich Communication Services (RCS) Builds Trust Through Branded Mobile Messaging

Modern messaging protocols are transforming SMS into an interactive, branded experience that customers trust.

We've implemented Rich Business Messaging (RBM), the business application of RCS technology, enabling verified sender profiles, brand logos, and interactive messaging capabilities within customers' default messaging apps. This "SMS 2.0" approach provides enhanced encryption and sophisticated branding that's nearly impossible to spoof, addressing growing concerns about message authenticity.

RCS delivers significant advantages over traditional SMS: 74% of consumers are more likely to engage with a brand through RCS (via FICO’s RBM business application of RCS), true read receipts provide better engagement analytics, and rich media capabilities support videos, images, and suggested action buttons. We offer flexible deployment options, including seamless fallback to SMS for non-enabled devices.

4. Branded Caller ID Ensures Your Voice Calls Actually Get Answered

Partnership with Hiya delivers verified caller identity that dramatically improves answer rates and customer engagement quality.

Through our integration with Hiya's voice intelligence platform, we're solving the fundamental problem of declining answer rates for legitimate business calls. Their branded calling solution works at both the carrier and device manufacturer level, ensuring customers see verified company names, logos, and call reasons instead of anonymous numbers that often get ignored or marked as spam.

The impact is immediate and measurable: 77% of consumers are more likely to answer calls when they know who's calling. Beyond improved answer rates, we see dramatic changes in customer intent (calls over 60 seconds increase substantially while hang-ups under 15 seconds decrease significantly). The solution includes spam remediation services and secure calling features that prevent spoofing, with implementation taking just 2-3 days through a simple contract amendment for existing CCS customers.

5. AI Virtual Agents Resolve Complex Customer Issues Through Natural Conversation

Context-aware conversational chatbots are moving beyond simple interactions to handle sophisticated customer service scenarios.

Our conversational AI architecture leverages best-in-class technology to offer both out-of-the-box solutions and customizable bots that follow strict guardrails and compliance controls. The system captures key information through natural language processing, updates core systems automatically, and provides empathetic dialogue that doesn't fall into repetitive loops. Our upcoming voice integration will offer lifelike AI voice talents and specialized payment processing capabilities, while generative AI voice cloning enables consistent brand voice across all channels. Included with the service is an evaluation framework and robust conversational logs that provide full visibility of customer interactions and prevent hallucinations.

6. No-Code Tools Accelerate Speed to Market for Communication Strategies

Intuitive drag-and-drop interfaces enable business users to deploy and refine strategies without IT dependencies.

FICO Platform's self-service capabilities represent a fundamental shift toward business user empowerment. Teams can update messaging content, modify Interactive Voice Response scripts, adjust contact sequences, and create champion-challenger tests through an intuitive visual interface that documents itself. The widget-based, drag-and-drop UI allows for complex strategy copying and modification, enabling same-day deployments with one-click rollback capabilities.

This approach dramatically reduces time-to-market while minimizing IT friction and resource waste. Business users can conduct end-to-end testing without depending on host system availability, create continuous iteration cycles based on real-time performance data, and maintain always-on optimization through challenger strategies that automatically assess whether current approaches could be improved.

The future of customer engagement is intelligent, personalized, and immediate. By combining FICO's proven Omni-Channel Engagement Capability with cutting-edge AI and communication technologies from our partners, enterprises can deliver the contextual, trusted interactions that today's customers demand while achieving significant operational efficiencies.

To learn more about FICO’s customer engagement capabilities:

• Omni-Channel Engagement product page
• How Omni-Channel Communications Transform Collections Strategy
• The Strategic Role of Conversational AI in Collections and Omni-Channel Communications
• Using SMS, RCS and WhatsApp in Omni-Channel Communications