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Intelligent Chatbot Solution for Enhanced Customer Interaction in Credit Management

effectivesoft.com

Financial services

Challenges in Customer Interaction and Service Delivery

Norway's complex debt collection regulations overwhelmed credit counselors, leading to delayed customer assistance, high operational costs, and difficulty maintaining regulatory compliance while providing timely payment facilitation and expert guidance.

About the Client

Ethical debt management provider operating across Europe, specializing in customer credit counseling and repayment solutions

Strategic Objectives for Service Enhancement

Reduce operational costs through automation
Improve first-call resolution rates by 20%
Ensure compliance with Norwegian debt collection regulations
Enable seamless payment plan management
Enhance customer satisfaction through instant query handling

Core System Functionalities

Natural Language Processing (NLP) for intent recognition
Integration with Microsoft Azure Bot Service for multi-channel deployment
Secure database connectivity for payment records retrieval
Dynamic external service integration for real-time data
Context-aware follow-up questioning for clarity

Technology Stack Requirements

C# programming language

Microsoft Bot Framework

Azure Cognitive Services (LUIS)

Azure Bot Service

System Integration Needs

Client's credit management database
Payment processing systems
Regulatory compliance verification services

Operational Requirements

24/7 system availability with 99.9% uptime
GDPR-compliant data handling
Horizontal scalability for peak loads
Response time under 2 seconds for 95% of queries

Expected Business Impact of Chatbot Implementation

Projected 20% increase in first-call resolution rates, reduced agent workload through automation of routine requests, and improved customer satisfaction scores by enabling instant access to payment plans, credit consultations, and regulatory-compliant guidance while maintaining staff job satisfaction.