GenAI Collections Qorus-Infosys Finacle Banking Innovation Awards 2025

GenAI Collections is innovative on two fronts. Firstly, the application of GenAI and Predictive AI transforms a traditional onerous process, and one that ultimately increases empathy during customer engagement. Secondly, the accelerated innovative build process in a complex environment resulted in less than 6 months to deploy the solution.

Innovative in the Application of GenAI and Predictive AI The traditional collections process is challenging in financial institutions due to its labour-intensive and inefficient process. We applied GenAI to help us transform the way we do collections, which has resulted in improvements in efficiency, accuracy, and customer engagement.

AI-Powered Customer Insights & Automation • GenAI captures and structures customer conversations with our collections officers in real time, ensuring complete, relevant, and timely data collection. • The AI-driven call log summarisation feature also eliminates manual effort, reduces errors, and accelerates decision-making due to the short turnaround time of creating the call summary.

Transforming Unstructured Data into Actionable Intelligence • GenAI extracts critical information from customer interactions, identifying key indicators like promise-to-pay commitments, repayment plan agreements, and cash flow challenges to help us understand our customers better.

Optimised customer engagement strategy • Using data, our recovery scorecards prioritise customers with high business impact and likelihood of success. • We also enhanced our Channel and Timing models to build personalised engagement strategies to increase right-party-contact rate, thereby driving more effective outcomes rather than calling at randomised timings.

Scalable AI-Driven Engagement • The end state is a fully AI-augmented collections ecosystem that predicts customer payment behaviours and automates engagement. • AI-driven chatbots and virtual assistants seamlessly handle multiple products, providing personalised reminders based on customer payment patterns, automated negotiation of repayment plans for better outcomes, and real-time responses to FAQs.

Innovation in the Build process Additionally, in a complex and highly regulated environment like DBS, the average speed of deploying a product like GenAI Collections depends on several factors - compliance, data privacy, model accuracy, integration complexity, and internal governance.

More than 40 colleagues from Group Technology, Risk Management, Transformation and Data, Legal and Operations came together to conceptualise and ship the product in less than 6 months. This is much faster than a typical deployment timeline which usually takes 18 months on average.

By integrating AI insights, automation, and predictive modelling, this solution revolutionises collections, making it smarter, faster and scalable, setting a new benchmark for digital transformation in financial services.