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It’s one thing to talk about AI’s potential, it’s another to see it in action. That was the focus of our recent webinar, “Artificial Intelligence in Action: How to Use AI for Smarter Processes and Consumer Engagement,” featuring insights from Thomas Overton (TrueML Technologies), Lauren Valenzuela (TrueML Products), and Eric Nevels (TrueAccord).
Together, they unpacked how AI is reshaping the way businesses engage with consumers, not by replacing humans, but by enhancing human interactions with smarter, faster, and more consistent systems.
AI Is Not New, But the Stakes Are
AI isn’t just a buzzword. As TrueML Technologies’ Chief Product & Technology Officer Thomas Overton explained, AI has been around for decades, evolving from decision trees to today’s generative and agentic models. What’s different now is the scale, sophistication, and visibility of these tools. For example, consumers are used to personalized recommendations from Netflix and real-time alerts from their bank. The expectation isn’t just that AI exists but rather that it adds value.Consumers Expect More and AI Can Deliver
As TrueAccord’s Sr. Director, Operations Support Eric Nevels noted, “Today’s consumer expects immediacy, transparency, and personalization.” That means businesses can’t afford clunky self-service tools, inconsistent messaging or delayed responses. AI-powered systems are making it possible to deliver meaningful interactions, not just faster, but better.But speed alone isn’t the answer—personalization without empathy risks feeling robotic or off-tone, and that can quickly erode trust. The challenge is not just delivering faster experiences, but better, more human ones.
From Expectation to Execution: Making AI Work Smarter (and Kinder)
This is especially true in high-stakes industries like debt collection, where empathy isn’t optional, it’s essential. At TrueAccord, machine learning powers digital-first collections by continuously analyzing engagement data across content, channel and timing to personalize outreach.It’s not just effective, it’s appreciated. “It would’ve been inconceivable 15 years ago for someone to leave a positive review of a debt collection agency,” Eric said. “But when you Google TrueAccord, people are doing exactly that.”
The Challenges Are Real — and Worth Tackling
Of course, putting AI into practice isn’t plug-and-play. It takes more than just great tech. As TrueML Products’ General Counsel & Chief Compliance Officer Lauren Valenzuela shared, “AI without compliance is a liability. AI with compliance is a competitive advantage.”From clean data to thoughtful design and governance, successful AI implementation demands a cross-functional approach that includes compliance, legal, ops and more. Done right, governance doesn’t stifle innovation — it enables it.
Start Small, Think Big
The good news? You don’t have to overhaul everything overnight. The key is to start with high-impact, repeatable use cases. Build confidence, measure results, and scale from there.
AI isn’t a silver bullet, but it is a strategic imperative. Think of it as a way to augment what your team already does best, just smarter, faster and more consistently.
AI isn’t a silver bullet, but it is a strategic imperative. Think of it as a way to augment what your team already does best, just smarter, faster and more consistently.
Looking Ahead: The Future Is Human-AI Collaboration
The most exciting developments on the horizon? Agentic AI systems that can understand goals, make decisions, and take actions autonomously. But even as these systems evolve, the mission stays the same: use technology to strengthen human connection, not replace it.
Want more?
Missed the webinar? Watch it on-demand here.Dive deeper into how digital experiences are evolving and what it means for your business, in our newest ebook: Is Digital Dangerous?. It’s a practical guide to navigating the risks and rewards of digital engagement in today’s AI-driven world.