June2024Risk&ResiliencePracticeThepromiseofgenerativeAIforcreditcustomerassistanceGenerativeAIcanenhanceknowledgeofthecreditcustomerjourneyandleadtoimprovedoutcomes.ThisarticleisacollaborativeeffortbyBrunoBatista,MártaMatécsa,andMattHigginson,withJoseLuis,PabloFulcheri,andStephanBeitz,representingviewsfromMcKinsey’sRisk&ResiliencePractice.WiththerapidemergenceofgenerativeAI(genAI),creditcustomerassistanceandcollectionfunctionsaretakingadvantageofthetechnology’spotential.Theycanuseittoenhanceoperationalcapabilities,improveefficiency,increaseeffectiveness,and—mostimportantly—createbetteroutcomesforcustomers.Inrecentyears,technologicaldisruptionhasbeenaninseparablecomponentofcreditcustomerassistanceandcollections.Theshifthasbeendrivenbyincreasinglytech-savvycustomersandtransparencydemandsfromregulators,bothfueledbytheCOVID-19pandemicandothercreditcrises.Sofar,thesetechnologicaladvancements,suchasmachinelearning(ML)modeling,digitization,andautomation,haveenabledcreditcustomerassistanceandcollectionstobecomemorestreamlined,datadriven,andcustomeroriented.Newtechnologyhasallowedtheofferingofmoreservices,morerelevantarrangementswithcustomers,newrenegotiationpathways,andimprovedsettlementconditions.Thesecanstrengthenthecustomerrelationshipwithinstitutions,improvingcustomers’financialhealthandlong-termvaluetoins...
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