Aiful Corporation Customer Experience Using Smart Automation in Collections

Client: Based in Kyoto, Japan, Aiful Corporation operates more than 800 branches and a network of subsidiaries that specialize in consumer credit, small business loans, venture capital, loan servicing and credit guarantees.

Challenge: Aiful wanted to free call-center agents to make more valuable contributions to the organization by demonstrating that global best practices in automation could meet the same target collection rates as a person — at a lower cost and with the same or better customer experience.

Solution: FICO® Customer Communication Services for Collections 

Results: Since it built an automated collections communication system using FICO Customer Communication Services, Aiful has created a customer experience that maintains high self-service rates and a collection rate that matches a human call center at lower cost.