Maximizing AI Automation for Collection Conversations
Tuesday, Apr 21, 2026
1:00pm – 2:30pm
Maximizing AI Automation for Collection Conversations – Avoiding Unnecessary Mistakes
Pitfalls to avoid and why keeping it simple works best to deliver better conversation outcomes. See what good looks like from customer engagement learnings of other collections teams.
AI and automation are now part of the day-to-day collections operations. Are you having these conversations?
Some collection teams are piloting AI to improve customer engagement. Some are live. Some are under pressure to “do something” with it to drive better engagement rates and operational efficiency.
It is all very exciting. But once you switch it on, reality kicks in. The first few weeks rarely look like the business case. Automation doesn’t peak overnight. And simple decisions in conversation design suddenly matter a lot more than the tech itself.
What we will cover
If you’re looking to understand where automation really fits in collections and how to get it right then this webinar is for you.
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We’ll walk through what AI automation looks like in a live collection’s environment from day 1 through day 30, day 60 and day 90.
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What improves. What stalls. What needs adjusting
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Explain the common pitfalls we see early on, where teams over-engineer journeys, and why keeping conversations simple often drives stronger engagement and smoother operations.
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How AI and automation is brought to life using real-world data and examples from DCAs and collections teams handling millions of customer conversations.
And importantly, we’ll talk about the results you can expect when it’s done properly
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Improved engagement and payment rates.
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Higher automation over time that delivers significant business benefits
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Clearer paths from managing customer conversations to positive collection outcomes
More efficient handling of customer conversations
Key Takeaway
Whether you have a contact centre of 10 or 500 agents, you’ll be able to benchmark where you are today, understand what “good” looks like, and identify the right next step for the business.
You will find this session useful if:
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You’re considering AI but aren’t sure where to start
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You’re early in your implementation and reviewing initial performance
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You’re already live and looking to improve engagement and operational efficiency
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We promise you in information filled discussion.
ABOUT YOUR SPEAKERS
Cormac O’Neill, Conversational AI Director, Aryza
Cormac is Conversational AI Director where his focus is on helping organizations improve how they communicate with customers across digital channels with AI and automation.
Recognizing the impact financial wellbeing can have on a person’s mental health, he is passionate about using technology to make conversations about money more supportive and constructive. Through conversational AI, his focus is on helping organizations handle these conversations with greater empathy, understanding, and efficiency.
Over the past 20+ years, Cormac has worked across telecommunications, retail, financial services, and travel, gaining extensive experience along the way. An experienced entrepreneur, he has founded multiple companies and understands both the challenges and rewards of building teams and bringing new ideas to market. He believes success ultimately comes down to having talented people working together towards a clear and meaningful mission.
Graham Bragg, Conversational AI Expert, Aryza
Graham Bragg is a Conversational AI expert at Aryza Engage, where he helps organisations transform customer engagement through intelligent automation and forward-thinking digital communication strategies.
With deep expertise in conversational AI and customer experience, Graham has partnered with businesses across the UK and Europe to design and deliver solutions that elevate customer interactions while driving measurable commercial results. His work consistently bridges the gap between innovation and real-world application, ensuring technology delivers tangible value.
Passionate about how customers truly want to engage, Graham focuses on aligning advanced technology with genuine human needs. He champions solutions that combine innovation with simplicity; empowering organisations to create seamless, efficient, and more human-centric interactions at scale.
Graham’s approach is highly collaborative. He works closely with teams to uncover opportunities, implement practical solutions, and continuously refine them; building strategies that evolve over time and deliver lasting impact for both businesses and their customers.
Thinking about joining the Credit Association of Greater Toronto or re-newing a lapsed membership?
This is a great opportunity to process your membership and not only have the fee for this program, but we have many others planned over the next few months.
For membership information, please visit https://cagt.ca/become-a-member/
Concord Adex Survivors Fund
As part of our continued commitment to supporting our community, the Credit Association of Greater Toronto is requesting your consideration to donating to the Concord Adex Survivor Fund. For more information or to donate please visit seedsofhope.ca
