Case Study 

ACI – Part of the Perch Group

By Inicio.ai

ACI has built its reputation on supporting individuals through tailored, affordable repayment plans and guiding customers toward financial recovery. As part of the Perch Group, ACI combines consumer-facing empathy with scale and technology, positioning itself as a leader in debt resolution solutions.

Bringing the Inicio AI solution into their ecosystem marks a strategic leap forward for ACI. The decision was driven by three core imperatives, enhancing customer engagement, boosting efficacy and outcome driven performance and further strengthening their regulatory assurance.

7 MIN

Agent Time

£14.2m

Potential Benefits

82%

I&E Completion rate

“We’ve recently launched the new Inicio tool, and the impact has already been outstanding. Our telephony agents are completing customer income and expenditure assessments with greater accuracy and confidence than ever before. The platform is user-friendly, intuitive to navigate, and provides far deeper insights – without negatively affecting average handling time.

Although it’s early days, the tool is clearly demonstrating a smarter, more efficient, and more insightful way to assess affordability. We’re excited by the results and look forward to seeing the continued benefits as we move forward with Inicio”

Head of Operations – Kevin Woods

“I can’t emphasise enough what a great experience it’s been working with the Inicio team. The agility of the implementation and the ongoing support they have  provided is unsurpassed. This coupled with how well the tool is working within the operation and for customers makes me feel that we are at the start of a very exciting journey”

Director of Business Optimisation – Heather Pollard

“Inicio helps streamline things and alerts me to any irregular figures (high or low), whilst reducing the need to recalculate figures as I can get the virtual agent to do this. It enables me to signpost customers to relevant support services without breaking the flow of the call. As a bonus the AI copes well with spelling mistakes, which helps ensure a smooth process when on a call with customers.”

ACI Agent – Ben Higginson

“Implementing Inicio within my team has been smooth and seamless. It’s a fantastic tool that has enhanced our affordability conversations, helping us achieve a true understanding of our customers’ finances. It allows us to flag figures that seem unusually high or low, ensuring we gain an accurate picture and can provide the most appropriate outcome for our customers.”

Ammarah

Team Leader