Case Study: Aiful Corporation achieves human-level cure rates and lower collection costs with FICO Customer Communication Services

Aiful Corporation Improves Customer Experience Using Smart Automation in Collections

Aiful Corporation, a Kyoto-based lender with more than 800 branches, needed to modernize its sensitive debt-collection process while preserving a professional, compliant customer experience. The company’s goals were to lower cost-to-collect, maintain or improve cure rates, free call-centre agents from low-value outreach, and handle peak volumes within strict Japanese contact rules.

Working with FICO, Aiful deployed FICO Customer Communication Services, a pay-as-you-go cloud platform that uses tailored automated voice scripts and a blended automated/human contact strategy. The rollout matched human-agent cure rates at lower cost, drove high self-service (around 80% of contacts proceed to self-serve after hearing the call reason), required agent intervention for only 0.5% of attempts, and scaled through peak periods without adding staff.

Aiful Corporation

Shinichiro Okuyama

Executive Officer