Home Credit PH integrates AI into its system to enhance efficiency and customer experienc

A key area in this innovation is the collections process.

LEADING THE CHARGE: Home Credit Philippines is at the forefront of using artificial intelligence to drive innovation in its collections contact centers. With AI, the organization is able to improve its customer experience and drive operational efficiency continuously. Courtesy: HCPH

Improving customer service with AI

Here's how Home Credit Philippines (HCPH) has integrated artificial intelligence (AI) into its system to improve the overall customer experience.

To better connect with customers, HCPH developed and deployed an AI-powered VoiceBot system. This handled routine inquiries and provided reminders, leading to smoother engagement and a more positive customer experience.

Courtesy: HCPH

Built with Natural Language Processing (NLP), the VoiceBot mimics natural conversations and ensures that each interaction is purposeful and efficient. This automation reduces reliance on manual calls, especially during peak periods.

HCPH also has 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 serves as an ongoing coaching tool for agents for better agent performance, more consistent service delivery, and ultimately, stronger customer trust.

There is also a Machine learning model-powered Nano Strategies that identifies behavioral signals that may indicate potential missed payments up to eight days in advance. This predictive capability allows the company to engage customers with timely interventions, such as reminders or support messages.

For back-office operations, HCPH automated the extraction of text from scanned documents such as invoices and identification proofs. This capability reduces manual intervention, shortens processing times, and lowers the risk of human error.

HCPH is also piloting a solution that uses large language models (LLMs) to evaluate sales calls between agents and customers during cash loan offers.

For employee productivity, technology teams now leverage GitHub Copilot, an AI coding assistant, to write cleaner code and accelerate development, while various departments, especially analytics and leadership teams, utilize Microsoft Copilot to generate reports, synthesize data, and deliver real-time insights.

The marketing team uses generative AI tools for image and content development, enabling HCPH to quickly produce digital assets tailored to specific audiences.

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