The COVID19 pandemic has thrown non-performing loans (NPLs) levels into staggering heights. By the end of 2020, the US had $127.6bn (up from $95bn, end of 2019) in NPLs, and Europe was battling a €401bn wave of new in-the-red loans.
There is always an optimal setting that allows both sides to achieve the desired outcome in a business environment. And that comes down to the natural rapport that develops between two people. That rapport can be influenced by the right conversations and the right responses at the right times.
AI-Mediated Conversations(AI-MC), also known as agent-customer matching or call routing AI, recognizes that at the core of all customer interactions is a very human element. How we interact with one another. The way we answer questions.