AGL's Personalised Digital Collections Boost Payments By 40 Percent Using FICO Technology

AGL has partnered with FICO to deliver a next-generation self-service digital collections experience for its customers that uses video messaging and personalised web processes. The solution is built on an intelligent, cloud-based, two-way customer communication platform called FICO® Customer Communication Services (CCS) and delivers more than half a million unique messages a month and has improved customer engagement. Most significantly, the new process has increased payments annually by AUD$19 million as compared to AGL’s previous two-way SMS campaigns. This has been driven by a nearly 30 percent increase in immediate, one click payments from customers.