In debt resolution, success hinges on high-stakes conversations where timing and tone can shift outcomes entirely. Perch Group’s teams specialise in negotiation and empathy, operating in sensitive financial situations where a human approach remains essential.

Behind these interactions is a complex operational layer that coordinates engagement across two million accounts, ensuring that each customer is contacted at the right time and directed to the most appropriate resolution pathway. With £2.5 billion in assets and rapid growth from 100 to 600 employees in five years, this complexity could no longer be managed through headcount alone. To sustain growth, Perch Group needed to streamline operations so specialists could focus on the conversations that matter most.

By deploying ConnexAI’s AI Agent, AI Voice, and AI Analytics, the organisation automated routine interactions, classified customer intent in real time, and gained full visibility across every touchpoint.

Smarter Conversations in Debt Recovery Operations

With AI Agent and AI Voice in place, Perch Group automated a substantial volume of complex interactions, reducing manual workload while improving consistency at scale, handling nearly 50% of inbound call volumes.

“Once it's built, it's easily scalable,” notes Daniel Turner, Speech & Interactions Analyst at Perch Group. “You can go from speaking to 10 people to speaking to 1,000 people to speaking to 10,000 people, without having to reinvest in the additional wage side of it.”

Alongside this, AI Agent strengthened the organisation’s ability to classify customer intent, distinguish query types, and segment customers across portfolios, enabling more targeted engagement.

Implementing AI Voice for Empathetic, Scalable Debt Management

With customer needs clearly categorised, Perch Group turned to the front-line experience. AI Voice enabled the organisation to scale conversational capacity while maintaining consistent, high-quality interactions.

“The AI Voice is a game changer,” says Tom Marsden, Non-Voice Manager at Perch Group. “It takes a lot of the wear and tear away from your case managers and at the same time makes the journeys incredibly easy for the customers as well.”

“We've only had AI Voice for 5 or 6 months,” adds Daniel Turner, Speech & Interactions Analyst. “Realistically, when you take a step back, we've achieved probably 5 or 6 years' worth of work in that short space of time. Not only are we now on level with the competition, but we're one stepping stone away from taking over completely."

Real-Time Intelligence at Scale

Perch Group also saw major gains from AI Analytics. Where only a small fraction of interactions could previously be reviewed, they can now analyse hundreds of thousands in real time, transforming visibility across performance, compliance, and customer sentiment.

“So far we've done 213,000 interactions that have been scored. That amount of work is physically impossible for a human. So the amount of time that we've probably saved across the business is easily in the tens of thousands of hours,” says Daniel Turner.