CSG Bill Explainer
CSG Bill Explainer Say goodbye to confusing statements with AI-driven explanations Credit card statement changes aren’t communicated well to customers. Billing-related inquiries drive over 50% of contact center calls, damaging customer satisfaction and increasing churn risk. What if your customers received a comprehensive summary of the billing statement that clearly outlined changes—deflecting contact center calls and saving your business millions of dollars in operating costs? By leveraging 40+ years of expertise in billing and customer experience (CX) innovation, CSG Bill Explainer taps generative artificial intelligence (AI) to proactively help customers—and, when necessary, call center agents—understand the “what” and the “why” behind billing charges and changes. Through simple and concise language, Bill Explainer improves CX by offering customers a more value-driven, personalized online interaction.
What Bill Explainer Does
CSG Bill Explainer uses large language model technology to streamline operations and reduce call center volume. By using generative AI, it analyzes customer billing data to create a personalized explanation customers access online. Bill Explainer can:
Detect changes in bills and process complex billing data in
milliseconds with AI-powered data ingestion, pre-built connectors and journey configuration.
Notify customers that their bill has changed by sending a timely notification via their preferred method of communication. This
notification links to a contextual, personalized view of the bill. AI-
powered composition turns complex statement information into natural language without having to manually hard code rules and content.
Explain the why behind bill changes with a dynamic microsite user
experience, reducing incoming calls by proactively guiding customers through statement changes in real time.
Resolve confusion by supporting customers and agents with realtime Q&A and connected gateways to drive payment, adjust plans or file disputes. Gather valuable analytics on digital containment,
click-through rates, payment conversion and journey data to capture relevant key performance indicators.
©2023 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”)
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CSG Bill Explainer
The Bill Explainer Advantage Alleviate Friction and Contact Center Calls Bill Explainer deflects billing-related calls and reduces average call handling time by proactively offering customers a self-service site where they can access information about complex bill changes. Customers who use Bill Explainer spend on average 60 seconds on their individualized microsite, compared to an average of more than seven minutes spent on the phone waiting for an agent to explain their bill. Users don’t need to log in or authenticate their information to access Bill Explainer, eliminating a common pain point for customers and making this tool easy to adopt.
Strengthen Customer Loyalty and Speed to Payment Meet customers where they prefer to be: on digital channels. Generative AI enhances the billing journey beyond being a transactional experience by providing real-time personalized notifications, tailored Q&A and explanations across channels. Companies that use Bill Explainer report that up to 28% of customers click through to make a payment by leveraging connected gateways.
Automate Manual Billing Processes With minimal manual coding and data collection, Bill Explainer quickly analyzes patterns and anomalies in complex datasets to detect billing
changes. Generative AI further leverages billing data to generate personalized summaries with explanations using plain language. Your billing operations teams won’t have to manually compose messages for the more than 1,500 different bill variations possible for a family of four.
Configure the Tool to
Accept payments Display personalized upsell and cross-sell opportunities. Connect to AI-driven customer support chat And More*
* Additional features may require customer authentication but would connect Bill Explainer even more seamlessly into your brand’s digital experience.
Integrate and Scale Securely Without a Rip-and-Replace Integrate Bill Explainer into any back-end system seamlessly using out-of-box connectors that are compatible with various billing, payment and customer relationship management systems. By leveraging Microsoft Azure OpenAI, CSG Bill Explainer can be deployed in as few as 120 days. The flexible delivery format and simple data manipulation processes make the software easily adaptable to new bill types, regulation changes, translations and lines of business.
About CSG CSG empowers companies to build unforgettable experiences, making it easier for customers to connect with, use and pay for the services they value most. Our CX, billing and payments solutions help companies of any size make money and improve the customer journey. With Bill Explainer, company leaders can take control of their future and tap into guidance along the way—provided by our fiercely committed and forward-thinking CSGers around the world. How much can CSG Bill Explainer save your business? Calculate your potential return on investment.
©2023 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”)
CSGI.COM
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