Say Goodbye to Consumer Bill Shock with CSG Bill Explainer
October 19 2023 - 8:30AM
Business Wire
Solution transforms billing and customer
experience with generative AI capabilities that personalize CX at
scale
CSG® (NASDAQ: CSGS) empowers companies to build unforgettable
digital experiences with consumers and businesses alike. To help
businesses achieve a new level of customer trust, CSG today
launched CSG Bill Explainer, an AI-driven solution that enhances
consumer bill comprehension with intuitive billing explanation.
Designed specifically to anticipate and prevent bill shock, Bill
Explainer taps the power of generative AI by leveraging Microsoft
Azure OpenAI Service to personalize consumer bill insights across
thousands of complex billing scenarios. Using Azure OpenAI’s
contextual, natural language abilities, Bill Explainer delivers
proactive communications to help consumers easily understand what’s
changed in their bill so there are no surprises. Together with
Microsoft, CSG is helping companies scalably call out the what and
the why behind bill changes and create personalized experiences
that reduce confusion for customers and increase long-term
loyalty.
“Call center volumes skyrocket when consumers encounter
unexpected changes in their bills, which can cause significant
challenges for businesses,” said Eric Carrasquilla, President,
Customer Engagement, CSG. “Bill shock leads to increased costs and
poor customer sentiment, posing a heightened risk for customer
churn. CSG Bill Explainer solves this challenge by using
industry-leading, generative AI capabilities from Microsoft to
predict your customers’ questions before they even know it and
proactively address those concerns, so they don’t need to call
customer support.”
CSG Bill Explainer empowers businesses to:
- Deflect Call Center Volumes with Improved Digital
Experiences – Prevent bill-related calls with timely
notifications and personalized, AI-driven insights into what’s
changed in a customer’s bill and why, helping to increase positive
consumer sentiment and decrease call center costs. Delivered across
all devices – desktop, mobile and tablets – consumers get a
seamless digital experience that puts an end to bill shock.
- Automate Billing Operations – Do more with customer
interactions by automating data ingestion and detection of bill
changes to deliver AI-driven, personalized communications that
increase retention and successful payment through transparent
billing explanations.
- Integrate and Scale Securely – Seamlessly connect
existing billing stack and consolidate communications channels to
reduce costs, backed by the data privacy and security of Azure
OpenAI Service.
“This integration between Microsoft and CSG is a natural
extension of our deep relationship to continue delivering
innovative solutions,” said John Montgomery, CVP, AI Platform,
Microsoft. “By harnessing the capabilities of Microsoft Azure
OpenAI Service, we’re empowering companies to deliver more
personalized experiences that build deeper, longer-lasting
connections. Together, Microsoft and CSG are helping businesses
deliver customer experiences that not only meet the data security
and privacy requirements of today but also those of tomorrow.”
“CSG Bill Explainer uses generative AI in service of very
well-defined business goals, in this case helping customers avoid
costly agent interactions by using self-service,” said Keith
Dawson, VP and Research Director of CX at Ventana Research. “This
creates an opportunity for companies to build trust and provide
transparency in the billing process, which has the opportunity to
increase customer loyalty, guide the agent and customer experience
and ultimately open additional paths to revenue growth.”
CSG Bill Explainer offers a transformative approach to customer
bill comprehension, enabling companies across telecommunications,
financial services and healthcare to mitigate call center costs,
enhance customer experiences and strengthen customer loyalty. With
intelligent, generative AI technology and a comprehensive suite of
capabilities, Bill Explainer is set to revolutionize the way
businesses engage with their customers and create more seamless
digital experiences.
For more information about CSG Bill Explainer and its
capabilities, visit www.csgi.com/products/bill-explainer-PR.
About CSG
CSG empowers companies to build unforgettable experiences,
making it easier for people and businesses to connect with, use and
pay for the services they value most. Our customer experience,
billing and payments solutions help companies of any size make
money and make a difference. With our SaaS solutions, company
leaders can take control of their future and tap into guidance
along the way from our fiercely committed and forward-thinking
CSGers around the world.
Want to learn more about how to be a change-maker and industry
shaper like our 1,000-plus clients? Visit csgi.com to learn
more.
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version on businesswire.com: https://www.businesswire.com/news/home/20231019149810/en/
Kristine Østergaard Public Relations +44 (0)79 2047 7204
kristine.ostergaard@csgi.com
John Rea Investor Relations +1 (210) 687-4409
john.rea@csgi.com
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