Aiful Corporation Improves Customer Experience Using Smart Automation in Collections

" 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