Credit, Collections & Insolvency News
Jaja Finance has announced that it has reduced customer response times by 90% using a newly launched Generative Artificial Intelligence (GenAI) chat assistant called Airi.
The new technology means that the digital lender can now answer customer enquiries in just under fifteen seconds, versus the three minutes it took prior to launch.
Having already had over 44,000 unique customer conversations, the technology independently resolved over 9,000 (20%) general enquiries. This means that Jaja customer service colleagues now have more time to spend with customers resolving more complex enquiries.
Available in the Jaja and Asda Money app, Airi is designed to enhance customer experience by providing a 24/7 service, offering increased intelligence with near-human levels of responsiveness and improved data accuracy. Jaja customers can use Airi to access a broad range of self-serve options with 24/7 availability.
Dave Chan, CEO at Jaja Finance said; “Airi continues to massively exceed our expectations in terms of delivering the superior experience our customers expect. Our colleagues are also seeing the benefits of its advanced capabilities by being able to spend more time dealing with customers’ complex enquiries, but also by helping our customers use their credit better.
“This is only the start of our journey with GenAI and we have already made, and will continue to make, many more advancements by optimising its technical expertise, for both our customers and our colleagues.”
