Give CIMB a policy-bounded agentic layer for consumer collections and everyday service in Malaysia's four languages — architected to replicate to CIMB Niaga's Bahasa Indonesia base next.
CIMB Group is one of ASEAN's largest banking groups, headquartered in Kuala Lumpur with major consumer franchises in Malaysia and Indonesia (CIMB Niaga) plus Singapore and Thailand presence.
Public factCIMB's group strategy (Forward23+ and successors) has publicly emphasized CASA growth, cost discipline, and digital investment — service cost per customer is a tracked lever.
Public factConsumer financing and card books of CIMB's scale make early-bucket collections coverage a recurring profit lever, especially in rate-pressured cycles.
Reasoned inferenceThe group's dual-market retail scale means a Malaysia-proven conversational platform nearly doubles its value when replicated to CIMB Niaga in Bahasa Indonesia.
Reasoned inferenceCIMB's Touch 'n Go ecosystem ties (TNG Digital sits in the CIMB orbit) could later connect banking and wallet service journeys.
Seller hypothesis — validateValidate with the account team before outreach: Collections-platform APIs and current cure-rate baselines by bucket · Group stance on shared platforms across Malaysia and Niaga · Existing CX-vendor commitments in the consumer bank
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: CIMB delivers technology with vendors under a disciplined cost agenda; it has no public LLM or platform-build ambitions. Its dual-market retail scale rewards a configurable platform replicated Malaysia-to-Indonesia — a partnering economics story, not a build one.
Why they won't build the full stack: Cost-to-income targets make platform engineering headcount the wrong spend; the value of a Malaysia-proven layer nearly doubles when replicated to CIMB Niaga as configuration, which only a bought platform delivers on that timeline.
Cost-to-income discipline and CASA growth targets under the group's forward strategy feature consistently in results commentary.
GTM implication: Frame collections and service automation as structural cost-to-income improvement with the Niaga replication amortizing the same implementation twice.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Early-bucket consumer collections 100% attempted day-1 coverage in the borrower's language, matrix-bounded arrangements, automatic follow-through, hardship routed to specialists. | Coverage and consistency on small-ticket delinquency move provisioning economics directly. Friction today: Dialer capacity limits day-1 contact; arrangements vary by collector; PTP follow-up is manual. | VoiceWhatsAppSMS | |||
Card & CASA everyday service Grounded answers and executed actions (blocks, disputes, statement queries) in four languages with warm handoff. | Everyday service quality drives the CASA primacy the strategy depends on. Friction today: Multilingual demand across shifts strains rosters; simple actions still queue. | VoiceApp chatWhatsApp | |||
Onboarding & activation nudges Guided completion and first-transaction activation conversations, funnel instrumented end-to-end. | Digital account opening leaks at eKYC; activated accounts drive the deposit franchise. Friction today: Stalled applications get batch-email nudges at best. | WhatsAppApp chat |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with CIMB's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for CIMB: Collections plus card/CASA servicing across four languages and multiple systems justifies a multi-workflow deployment, with the Indonesia replication designed in from the start.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“CIMB's ASEAN footprint is the multiplier: prove agentic collections and service in Malaysia, then replicate to Niaga — one investment, two of the region's largest retail books.”
“One governed platform with per-country configuration for language, policy, and data residency — the regional architecture BNM and OJK can each audit independently.”
“Collections coverage stops being a dialer-capacity equation and service stops being a language-roster equation — both become platform configuration.”
“Early-bucket customers get consistent, dignified arrangements at full coverage, and your collectors work ranked hardship queues — cure rates and conduct quality improve together.”
“BNM fair-treatment expectations and PDPA consent enforced in configuration, 100% interaction logging, and identical conduct in every language — auditable by design.”
“Cost-to-collect per cured account and cost per resolved service contact both drop structurally; the Indonesia replication then amortizes the same implementation again.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
ASEAN's fifth-largest banking group with retail scale in Malaysia and Indonesia and a consumer book where collections and service costs are standing levers — strong fit, with regional replication upside via CIMB Niaga.
Propose a control-group early-bucket collections pilot on one Malaysian consumer portfolio with roll-rate as the success metric.
Entry: Consumer financing early-bucket collections · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.