A large technology company’s collections department faced low contact rates, high call centre dependency and operational inefficiencies. 

CGI partnered with the client to operationalise two machine learning (ML) models using first-party data and our proprietary collections platform to predict the best time and channel to contact customers. 

The work improved prediction accuracy and accelerated the client’s artificial intelligence (AI) and machine learning (ML) journey without deploying or upgrading systems. It also enabled predictive outcomes that support tailored default management strategies.

The program expanded the use of digital outreach channels and lowered overall operational expenses, while delivering measurable gains:

  • Reduced call centre dependency from 97% to 85%
  • Decreased full-time collector roles by up to 10%
  • Achieved a 5–10% increase in payments

Learn more about CGI’s collections solution and how machine learning and AI can improve collections outcomes.