From informational to transactional bot

WEBINAR: From an Informational to a Transactional Bot

Thursday February 18th at 11-11.50am EET / 10-10.50am CET / 9-9.50am GMT

Hoist Finance, one of the leading and fastest-growing debt management companies in Europe, aspires at offering the best digital experience and has a Digital by Default strategy. One essential solution in the toolbox, giving customers the ability to self-serve, is a conversational AI-powered AI chatbot from implemented in late 2019.

The bot is engaging customers with circa 67% completing conversations without any agent intervention. The bot provides the customer with answers to various questions, including help on accessing and logging-on to the Hoist Finance self-serve portal. Value increased, even more, when the bot started handling transactional requests. Integrating the bot with back end systems has allowed customers entirely to self-serve themselves.

Join this exciting webinar with with Dan Goodwin, Omni Channel Development Manager, Digital at Hoist to learn, what kind of transactional requests the bot is handling and the key metrics? Also, you’ll hear how COVID-19 was driving fast adoption of transactional self-services.

Key takeaways

  • The Role of Conversation AI supporting the digitalization strategy of Hoist Finance
  • The journey from an informational to a transactional bot
  • Identifying transactional needs
  • Examples of transactions the bot is handling
  • Future plans


Even if you can’t join live, register now and we’ll send you the recorded webinar to watch at your convenience.


Dan Goodwin, Omni Channel Development Manager at Hoist Finance
“I have been working within the Financial Services sector for over 10 years and have broad experience developing, implementing and managing Contact Centre & Digital solutions.

Over the past 2 years I have been working for Hoist Finance and have been responsible for creating and implementing group standard solutions across our European operations, migrating from legacy solutions and infrastructure to implementing new cloud-based ones, delivering a range of different channels for our customers to interact and communicate with us.

A key area we have invested in is Artificial Intelligence, in September 2019 we formed a very small team of AI Trainers and backend developers and by late November 2019 deployed our first chatbot, Kai, within the UK. We have been using Conversational AI for just over a year now and it has been a huge success!”

Jari Annala, CEO, Co-Founder, Front AI
Jari is CEO and co-founder of Front AI. He has a long experience in working as a business leader in international service organisations, automating and streamlining processes and developing operations. He has been leading growth organisations both in good and more challenging times.