Virtual Debt Support Assistant

虚拟债务支持助理

• 批准号: 55507
• 金额: $ 9.09万
• 依托单位: ONE ELEVEN CONSULTING LIMITED
• 依托单位国家: 英国
• 项目类别: Feasibility Studies
• 财政年份: 2020
• 资助国家: 英国
• 起止时间: 2020 至 无数据
• 项目状态: 已结题
• 来源: https://gtr.ukri.org/projects?ref=55507
• 关键词: Virtual; Debt; Support; Assistant

As of 15 April 2020 There have been around 1.4 million new Universal Credit claims since mid-March and an ONS survey showed that around 30% of businesses reduced employment and/or hours for their workers during the second half of March.As a result of the Coronovirus pandemic, customers across the country are feeling increased financial pressure as incomes are reduced and companies struggle to offer tailored debt support to customers during this difficult time.A virtual debt support assistant focussed on helping customers experiencing difficulty to pay utility and other bills to verify their balance and agree a deferred, extended or tailored payment plan that reduces anxiety and increases access to help. A better solution for suppliers trying to balance increasing debtor days, reduced staff availability and with a duty of care to increasingly vulnerable customer bases.As a result of the coronavirus pandemic, consumers are experiencing increased financial stress at a time when the suppliers of their essential services are furloughing staff and reducing service availability. As a result, companies need to retain control of cashflow and customers need additional support and new options to help them get through a difficult time. Our innovative Virtual Debt Support Assistant seeks to address this need, simultaneously reducing the load on suppliers while providing a better, more caring experience for customers.Comprising of programmable SMS chat leading to a personalised landing page with explainer video (personalised to the individual, the account in question and balance outstanding) and a series of 'intelligent decision tree' led screens allowing the user to reject / query the balance, pay, defer or configure a tailored payment plan, the innovative assistant reduces the anxiety of discussing outstanding balances, provides optionality for the user and sign posts additional help for those experiencing difficulty to pay. Fully integrated with supplier and agency core systems, accounts are updated real time removing the need for manual handling and reducing the likelihood of inaccurate and distressing customer communication.Having built and tested the assistant the recently extended project sees the solution piloted in secure environments with UK utility and broadband suppliers in order to generate user and client benefit data with the objective of allowing wider adoption within an extended range of those client's customer touch points AND into further client instances within the sector.

截至2020年4月15日，自3月中旬以来，已有大约140万份新的通用信贷申请，国家统计局的一项调查显示，约30%的企业在3月下半月减少了员工的就业和/或工作时间。由于冠状病毒大流行，全国各地的客户都感到越来越大的财务压力，因为收入减少了，公司在这一困难时期难以为客户提供量身定制的债务支持。一个虚拟债务支持助理，专注于帮助客户在支付水电费和其他账单方面遇到困难，以核实他们的余额，并同意推迟、延长或量身定制的付款计划，以减少焦虑，增加获得帮助的机会。对于供应商来说，这是一个更好的解决方案，可以平衡不断增加的债务人天数，减少的员工可用性，以及对日益脆弱的客户群的注意义务。由于冠状病毒大流行，消费者的财务压力越来越大，而他们的基本服务供应商正在让员工休假，减少服务的可用性。因此，公司需要保持对现金流的控制，客户需要额外的支持和新的选择来帮助他们度过难关。我们创新的虚拟债务支持助手旨在解决这一需求，同时减少供应商的负担，同时为客户提供更好、更贴心的体验。包括可编程的短信聊天，指向带有解释视频的个性化登陆页面（针对个人，所讨论的账户和未偿还的余额），以及一系列“智能决策树”led屏幕，允许用户拒绝/查询余额，支付，延迟或配置定制的付款计划，创新的助手减少了讨论未偿还余额的焦虑。为用户和签名帖子提供可选性，为遇到支付困难的用户提供额外帮助。与供应商和代理核心系统完全集成，实时更新帐户，消除了人工处理的需要，并减少了不准确和令人痛苦的客户沟通的可能性。在构建和测试了助手后，最近扩展的项目将该解决方案与英国公用事业和宽带供应商一起在安全环境中进行试点，以生成用户和客户利益数据，目标是在这些客户的客户接触点的扩展范围内更广泛地采用，并在该行业的进一步客户实例中采用。