CGI rolls out AI features in CGI Credit Studio

Executive Summary

• CGI Inc. has launched new artificial intelligence capabilities within its CGI Credit Studio platform, specifically designed to enhance default management and collections operations.
• The new features aim to improve recovery performance, increase operational efficiency, and maintain compliance in regulated environments by embedding AI directly into daily workflows.
• Key capabilities include call summarization, an AI knowledge assistant named "Ask Cleo," and a planned "Agent assist" feature, all designed to reduce manual effort and improve agent productivity.

Key Details

• Product: CGI Credit Studio (cloud-native platform for default management).
• Core Function: Integration of AI agents into collections workflows to improve recovery performance, efficiency, and compliance.
• Specific AI Capabilities Launched:
  • Call Summarization: Designed to reduce after-call effort by up to 30%, allowing greater focus on customer engagement and strengthening quality assurance.
  • Ask Cleo (AI Knowledge Assistant): Allows collectors to query natural language for instant access to approved account context, policies, and process guidance; expected to improve agent productivity by up to 20%.
  • Agent Assist (Planned Capability): Will provide real-time prompts and guided next steps for disclosures, hardship programs, objection handling, and payment plan discussions.
• Projected Outcomes for Agent Assist:
  • Up to 20% improvement in promise-to-pay conversion.
  • Up to 20% reduction in agent attrition.
• Compliance and Governance:
  • AI insights are delivered within the platform supporting a "human-in-the-loop" (HITL) approach.
  • Capabilities are aligned with clients' governance, risk, and compliance frameworks.
  • Enables audit-ready documentation and improved transparency.
• Company Context: CGI is a global technology and professional services firm with 94,000 employees. Fiscal 2025 reported revenue was $15.91 billion. Shares trade on the Toronto Stock Exchange (GIB.A) and NYSE (GIB).

Notable Quotes

• "Collections leaders need AI that delivers measurable results quickly without disrupting operations or increasing risk," said Prakash Parambhat, vice-president, retail lending, CGI. "With CGI Credit Studio, AI is embedded directly into the collections workflow, empowering agents to focus on meaningful customer conversations instead of manual tasks. The result is higher productivity, improved efficiency, stronger customer retention and built-in compliance that delivers measurable business impact."