Premium Credit partners with AI employee compliance platform

Premium Credit has partnered with Elephants Don’t Forget to “elevate customer experience through improved employee competence and knowledge retention”.

Elephants Don’t Forget is an employee performance and compliance platform that uses artificial intelligence (AI) to “augment how the brain learns and retains mission critical business information and competency”.

Premium Credit will use Clever Nelly, the firm’s continual assessment platform, across its contact centre teams.

The firm said that it would use the technology to identify individual knowledge gaps and tailor interventions accordingly, with the ultimate aim of achieving measurable improvement across key operational and customer experience metrics.

Sensitive situations

Mark Morley, operations director at Premium Credit, said: “At Premium Credit, our focus is always on putting our customers at the heart of everything we do and delivering the best possible outcomes for them, particularly in complex or sensitive situations.

“By partnering with Elephants Don’t Forget, we’re taking a proactive approach to strengthening knowledge retention and colleague confidence, enabling our teams to resolve queries more efficiently and provide a better overall customer experience.”

Tom Marsland, business development manager at Elephants Don’t Forget, added: “We are delighted to be working with Premium Credit. Contact centres operate in high-pressure, compliance-sensitive environments where knowledge retention directly impacts both customer experience and operational performance.

“Clever Nelly ensures that training doesn’t stop at delivery, it is continuously reinforced until competence is embedded in-role.”