TFG boosts collections with conversational AI solution

Client

TFG (The Foschini Group)

Date

2022

Solution

Collections

Integrations

eKYC,

CRM,

Payment,

Cloud Hosting,

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Completion rate (%)

'PTP' (Promise To Pay) or 'Pay Today' (%)

Average customer experience rating (out of 5)

Client overview.

TFG (The Foschini Group) offers a comprehensive portfolio of 18 retail brands that include clothing, footwear, jewelry, sportswear, mobile phones, technology products and home stores.

The challenge

The team at TFG wanted to introduce an easy-to-use automation solution which would allow TFG money account customers to provide personal details as well as enabling an end-to-end PTP (Promise to Pay) process on a web conversational AI platform.

How we helped

FCB.ai created a user-friendly solution that allows users to engage and provide feedback minus human interference. The user is guided through 4 possible journeys that enable them to set up a suitable payment plan or to pay their debt.

The outcome

Since launch, this collections solution has achieved an 81% completion rate, a 79% 'PTP' (Promise To Pay) or 'Pay Today' rate, and a 4,5/5 customer experience rating.

We are proud to have TFG as a client and to have contributed in helping them to boost collections and see positive results through our conversational AI solution

JAYCE ZIDEL, GM SOUTH & EAST AFRICA AT FCB.ai

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