Our customer service team is supercharged with the best digital tools, to support those who need a bit more help.
We support your customers every step of the way... and beyond
Supercharged customer service
We have built dedicated tools that mix AI with a human touch to allow our customer service teams to respond faster to customer queries and spend more time with those who need a bit more help.
By rewarding our staff based on customer outcomes and satisfaction, not on recovery rates, we always ensure we provide the best possible experience to customers.
For the human eye, It’s sometimes not easy to detect if a customer is in a vulnerable situation. By utilising cutting-edge machine learning and natural language processing techniques we have built internal tools that can automatically detect potential vulnerability flags and alert our staff, reducing risk and significantly improving customer outcomes.
Lodging and managing a dispute can be a manual, frustrating and expensive process for both customers and businesses. We have built AI tools that simplify and automate the dispute management process for both sides, resulting in a quick and easy dispute resolution.
Supercharged customer service
Customer service that truly cares
We have designed our platform and process so customers can find all answers to their questions on their own, but that doesn't mean they can't rely on our incredible staff to help whenever they need it.Our dedicated team not only has years of experience dealing with debt related situations, but is supercharged with purpose-built tools to support them in their engagement with customers. This allows us to spend more human time with customers in need - not less.
Cutting-edge Vulnerability Detection
Meet Olive, our smart language analyst
Olive is built on cutting-edge Natural Language Processing models that are trained to interpret human expressions and indicate a customers potential vulnerability. Olive analyses any communication with customers and flags potential issues so that our customer operations team can offer the right help at the right time.Whatever they may be struggling with, from mental health to a disability, Olive flags up potential customer vulnerability so that our agents can offer the right advice to the right people. As a result, we can detect vulnerability more accurately and provide customers with solutions that are appropriate for their individual situation (for example breathing space).
Dispute management made easy
Resolve disputes with the click of a button
Lodging and managing a dispute can be a very manual, frustrating and expensive process for both customers and businesses. We have simplified and automated the dispute management process for both sides, resulting in a quick and easy dispute resolution.Simply define the criteria for handling disputes and our team resolves them for you. Our platform also handles more complex disputes that require proof, by allowing customers to upload relevant documents. Disputes can then simply be accepted or rejected with a click of a button. While disputes are being managed, customer communications are automatically paused to avoid potential complaints.
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