Case study · Debt purchase · ArumAI
An AI and automation roadmap for a global debt purchaser
The question was not whether to adopt AI. It was whether the approach already under way was the right one.
A prioritised automation heatmap and delivery roadmap across AI and RPA
Global debt purchaserThe challenge
What the purchaser faced.
A global debt purchaser had already started investing in AI and automation across its collections and recoveries operation, including conversational AI, voice automation and speech analytics.
The challenge was not whether to adopt AI, but whether the existing approach, technologies and opportunities represented the best path forward.
The solution
What we did.
We carried out an independent assessment of the organisation's AI and automation strategy, reviewing current investments, evaluating technology choices and identifying opportunities to create greater value across the customer journey.
The review covered conversational AI, speech analytics, process automation and wider opportunities for AI-driven operational improvement. We also assessed how automation could be applied within collections and recoveries, including customer journeys, agent hand-off design and operational processes.
The results
What changed.
- A prioritised automation heatmap and delivery roadmap, highlighting opportunities across AI and RPA.
- The potential benefits available, and clear recommendations on where to focus next.
- An independent view of the technology landscape, greater confidence in future investment decisions, and a structured approach for scaling automation across the business.
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