In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry. The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience. Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk manag...
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In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry. The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience. Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk manag...
Empathy and Data - Managing Vulnerability Complexity
RO-AR.com : Numbers, Nuances & Observations
34 minutes
7 months ago
Empathy and Data - Managing Vulnerability Complexity
A discussion with Andrew Gething, Founder and Managing Director of MorganAsh, on the challenges of managing customer vulnerability across financial services and other sectors. The conversation explores how vulnerability management has evolved—from simplistic flagging to more nuanced, data-driven, and empathetic approaches—and highlights operational, regulatory, and technological barriers. It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer u...
RO-AR.com : Numbers, Nuances & Observations
In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry. The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience. Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk manag...
