Case Study: Lowell improves customer interactions and client outcomes with Microsoft Azure Cognitive Services

Lowell improves customer interactions and delivers better client outcomes with Azure Cognitive Services

Lowell, one of Europe’s largest credit management services, needed a better way to handle a high volume of routine consumer inquiries in Norway’s complex debt-collection environment. Its skilled credit counselors were spending too much time on repetitive questions instead of providing higher-value advice, and Lowell turned to Microsoft Azure Cognitive Services, Azure Bot Service, and Microsoft Bot Framework to address the challenge.

Working with Microsoft Azure, Lowell built an AI-enabled chatbot that uses natural language and machine learning to answer questions, calculate payment plans, and seamlessly hand off complex cases to human agents while preserving the chat history. The solution now handles 40% of consumer inquiries and boosted first-call resolution from 50% to 70%, reducing service costs and freeing staff to focus on better client and consumer outcomes.

Lowell

Carl Udvang

Product Manager