CGI adds AI features to credit collections platform

CGI (NYSE: GIB) announced the launch of AI capabilities within CGI Credit Studio, its cloud-native platform for default management operations.

The new features include call summarization technology that the company states can reduce after-call work by up to 30%. The platform also introduces "Ask Cleo," an AI knowledge assistant that allows collectors to access account information and policy guidance through natural language queries, with CGI claiming up to 20% improvement in agent productivity.

A planned "Agent Assist" capability will provide real-time prompts for payment discussions and compliance procedures. CGI projects this feature could improve promise-to-pay conversion rates by up to 20% and reduce agent attrition by the same percentage.

"Collections leaders need AI that delivers measurable results quickly without disrupting operations or increasing risk," said Prakash Parambhat, Vice-President, Retail Lending at CGI.

The AI capabilities operate within a human-in-the-loop framework, maintaining collector and management oversight of all AI-generated recommendations. The system is designed to support audit requirements and compliance frameworks for regulated financial services environments.

CGI Credit Studio serves the full default management lifecycle from pre-collections through recovery operations. The platform integrates AI directly into existing collections workflows rather than as separate tools.

CGI reported fiscal 2025 revenue of CA$15.91 billion. The Montreal-based technology services company employs 94,000 consultants and professionals globally, providing IT and business consulting services across multiple industries including financial services, government, and healthcare.

The information is based on a company press release statement.

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