Oodle selects NICE’s AI-powered solutions to serve vulnerable customers
NICE revealed that Oodle Car Finance, a rapidly growing motor finance company in the UK, chose NICE’s AI-powered solutions to support vulnerable consumers. Using NICE Interaction Analytics and Enlighten AI for Vulnerable Customers, Oodle equips its contact center agents with live guidance to ensure fair treatment and regulatory compliance.
NICE’s tech helps Oodle’s contact center agents adjust their approach, leading to more fair outcomes for vulnerable customers. Through investing in Enlighten AI, Oodle is adopting practices aligned with the UK Financial Conduct Authority’s Consumer Duty guidelines for treating customers fairly.
Jessica Bates, COO of Oodle Car Finance, commented:
“At Oodle, our enduring goal is to provide an exceptional experience for all our customers, and we want our customers in vulnerable circumstances to receive good customer outcomes that take into consideration their situations. Our objective is to ensure consistent fair treatment for all. To ensure we embed this into our culture and provide the quality our customers have come to expect, we selected NICE Enlighten AI for Vulnerable Customers. The solution enables us to rapidly and automatically incorporate the visibility and guidance needed to effectively support customers in vulnerable circumstances, ensure fair treatment and deliver exactly the service they need, when they need it.”
NICE’s cloud-based customer apps help Oodle spot vulnerable customers by analyzing their interactions. It analyzes every voice contact automatically, spotting signs of customer vulnerability without manual work. These tools offer agents guidance after calls and in real-time, improving how they handle vulnerable customers and their overall satisfaction. Following FCA guidelines and using NICE’s AI solutions, Oodle also reduces operational costs by improving important agent performance measures like hold times and first-call resolution. Oodle noticed better accuracy in identifying vulnerable customers compared to past data. Furthermore, the solution keeps learning and aims for all customer-facing employees to excel naturally in this area over time.
