Home Credit Philippines (HCPH) has recently incorporated artificial intelligence (AI) into its system to elevate the overall customer experience. One of the key areas where this innovation is making a significant impact is in the collections process.

Improving Customer Service with AI

HCPH has introduced an AI-powered VoiceBot system to establish better connections with customers. This system handles routine inquiries and provides reminders, resulting in smoother engagement and a more positive customer experience.

Utilizing Natural Language Processing (NLP), the VoiceBot is designed to mimic natural conversations, ensuring that each interaction is purposeful and efficient. By automating these processes, the reliance on manual calls, especially during peak periods, has been significantly reduced.

HCPH has also implemented SAGE (Speech Analytics General Evaluation), a proprietary tool that monitors customer calls, transcribes conversations using OpenAI’s Whisper speech-to-text model, and evaluates interactions through GPT-4. This tool serves as an ongoing coaching mechanism for agents, enhancing agent performance, ensuring consistent service delivery, and ultimately building stronger customer trust.

Additionally, HCPH has introduced Nano Strategies, a machine learning model that identifies behavioral signals indicating potential missed payments up to eight days in advance. This predictive capability enables the company to engage customers proactively with timely interventions such as reminders or support messages.

On the operational front, HCPH has automated the extraction of text from scanned documents like invoices and identification proofs. This automation not only reduces manual intervention but also shortens processing times and minimizes the risk of human error.

Furthermore, HCPH is currently testing a solution that utilizes large language models (LLMs) to evaluate sales calls between agents and customers during cash loan offers.

For enhancing employee productivity, the technology teams at HCPH are now leveraging GitHub Copilot, an AI coding assistant, to write cleaner code and expedite development processes. Various departments, especially analytics and leadership teams, are using Microsoft Copilot to generate reports, synthesize data, and provide real-time insights.

Moreover, the marketing team at HCPH is utilizing generative AI tools for image and content development, enabling the quick production of digital assets tailored to specific audiences.

These AI integrations are revolutionizing the way HCPH operates, enhancing customer service, improving operational efficiency, and boosting employee productivity across various departments.