As late payments rise, customer preferences shift, and regulatory expectations grow, many financial organizations find that legacy systems can no longer keep pace. CGI Credit Studio for collections helps you drive operational efficiency and other strategic business outcomes by combining event-driven automation, scalable digital self-service, and embedded predictive and assistive AI.
Arum Global’s certification validates that our solution meets global collections and recoveries requirements for robust functionality, modern technology, and client-ready implementation.
Our approach to AI in collections is practical, governed, and measurable. Through controlled phased rollouts, we help you begin with lower-risk, AI-generated call summaries, expand to contextual assistance and real-time guidance, and then progress to AI-enabled digital interactions when your organization is ready. Key attributes of our AI-enabled collections capabilities include:
Turn each collections call into clear, structured notes—automatically. Call Summarization uses AI to generate call summaries, key outcomes, and next steps to reduce after-call work and support quality assurance and coaching. Typical impact (industry benchmarks): up to 30% reduction in after-call work and a 1+ minute reduction in overall call time.
Cleo (available soon) enables collectors to ask natural-language questions about accounts, policies, and procedures, receiving relevant guidance in seconds, without breaking their workflow. Typical impact (industry benchmarks): up to 20% improvement in agent productivity by speeding access to product, policy and training information.
Agent Assist (available soon) provides AI-assisted real-time prompts and next-best action guidance to support disclosures, hardship options, objections, and payment plan discussions—without taking actions on the collector’s behalf. Typical impact (industry benchmarks): 10%-20% improvement in promise-to-pay conversion and up to 20% reduction in agent attrition.
CGI Credit Studio for collections applies AI in a way that is measurable, responsible and aligned with the realities of U.S. collections operations. Our approach to AI in collections is built for phased adoption—beginning with lower-risk, assistive use cases and expanding over time as organizations build confidence.
Key attributes of our AI-enabled collections capabilities include:
- Embedded, not bolted-on AI, configured within the collections platform where strategies, workflows and controls already live
- Collections-specific intelligence, grounded in real collector workflows and day-to-day operational needs
- Designed to align with governance and risk expectations, with defined human decision points and outputs that can be reviewed, audited and documented for compliance
- Strategy-aware decision support, extending beyond individual interactions to prioritization, channel selection and treatment paths
- Supports both collectors and customers, bringing AI-assisted agent tools and digital self-service together within the same collections platform
- Designed for real-world adoption, reducing the risk and disruption of moving from AI pilots to production use
CGI Credit Studio for collections offers a growing set of AI copilot capabilities that support collectors before, during and after customer interactions—without taking actions on their behalf.
Event-driven workflows adapt instantly to borrower behavior, improving resolution rates.
Automated controls and AI-enabled analytics support proactive, consistent compliance.
Omnichannel tools and virtual agents reduce costs and elevate the customer experience.
AI and predictive models guide next-best actions and help prioritize high-risk accounts.
Event-driven workflows adapt instantly to borrower behavior, improving resolution rates.
Automated controls and AI-enabled analytics support proactive, consistent compliance.
Omnichannel tools and virtual agents reduce costs and elevate the customer experience.
AI and predictive models guide next-best actions and help prioritize high-risk accounts.
CGI Credit Studio for collections is designed to integrate into existing collections ecosystems, with controls that support responsible AI adoption.
CGI Credit Studio for collections supports every stage of the debt collection life cycle—from early intervention to final resolution—helping creditors optimize efficiency and collection results with embedded AI, automation, and self-service tools.
Predictive models and early-warning analytics identify accounts showing risk signals and automatically trigger targeted, timely outreach.
AI-enabled decisioning prioritizes worklists, recommends channels and offers, and combines self-service with agent support to increase first-contact resolution.
Strategy-aware models guide hardship, settlement, and escalation decisions while assistive tools support complex negotiations and capture structured outcomes for downstream action.
Structured workflows, automated documentation, and performance analytics ensure compliant execution and measurable oversight of recovery activity.
CGI Credit Studio for collections is designed to fit within existing ecosystems and support end-to-end execution across channels, with controls that support responsible AI adoption.
- Open APIs support integration with systems of record and third-party services
- Digital self-service (web and mobile) extends your customer experience with omnichannel tools and virtual agents
- Analytics and reporting measure strategy and workflow performance, and outcomes
- Human-in-the-loop design keeps collectors in control with clear decision points
- Reviewable outputs support QA, coaching, and compliance documentation
Unlike traditional vendors, CGI goes beyond simply delivering debt collection software. We act as a long-term strategic partner, combining innovative, cloud-native technology with deep industry expertise. Through close collaboration, we help you enhance recovery performance, exceed evolving customer expectations, and drive ongoing operational excellence in debt collections.
- Trusted by 75% of the world’s top 20 banks
- 14,000 banking professionals
- 45+ years of experience in default management
