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Aiful Corporation Improves Customer Experience Using Smart Automation in Collections

A More Successful Collection Experience

Case Study

" We have been able to leverage automated voice best practices to match the cure rate that a human call can achieve, and at a lower cost to collect." Shinichiro Okuyama, Executive Officer, Aiful Corporation

A More Successful Collection Experience

  • Achieved a cost-to-collect reduction in line with FICO’s global benchmark
  • Matched the cure rate of human agents and in some challenger tests collected slightly more
  • Found that 80% of contacts who hear the reason for the call proceed to selfserve without the need to speak to an agent
  • Learned that only 0.5% of attempted contacts need to speak with an agent
  • Handled peak volumes without additional staff