Neil Doyle, Group Finance Manager at Microsoft GCFS, on deploying AI-powered collections across hundreds of enterprise accounts.
Neil Doyle isn't your typical finance executive. Before building a career spanning two decades in global finance, he started as a kitchen porter, cleaned airplanes between college classes, and worked the floor in retail. That hands-on start shaped his approach: teamwork first, never shy from hard work, always find a better way.
Today, he leads collections strategy at Microsoft's Global Treasury and Financial Services — managing one of the world's most complex receivable portfolios across hundreds of thousands of customers. His team of 25+ covers EMEA operations, and his track record includes migrating 13,000 customers from indirect models to credit scoring in just eighteen months.
Neil has been recognized with multiple Treasury Today awards for crisis management and tech innovation. He describes himself simply: "Chief problem solver."
Cash flow has become the single most important metric in enterprise finance. Not revenue — cash. As capital expenditure rises, supply chains get more expensive, and margins tighten, getting paid on time is no longer a nice-to-have. It's existential.
But traditional collections hasn't kept up. Agencies are slow, opaque, and risky. Internal teams can't scale without adding headcount. And the biggest fear of all: aggressive collection destroys the customer relationships you spent years building.
Microsoft needed a different approach. One that could scale across hundreds of accounts, recover more than traditional methods, and do it without a single customer complaint.
Neil saw the inflection point when generative AI moved from theory to execution. Not just automation — intelligence. The ability to pull information from dozens of sources, analyze behavior patterns, and make decisions in real-time that no human team could match at scale.
For Microsoft, the question wasn't whether to adopt AI in finance. It was how fast.
Thousands of personalized emails, AI phone calls, and portal interactions — each timed and tailored by our behavioral intelligence engine. Not batch-and-blast. Every touchpoint is optimized for that specific person, in that specific region, at that specific moment.
58% email open rate (3x industry avg)For every batch of accounts, our AI analyzes the existing contact data, identifies unresponsive or incorrect contacts, and discovers new decision-makers — expanding reach by over 130%. You submit accounts with the contacts you have. We find the ones you don't.
+130% additional decision-makersEvery email open, every phone call, every dispute, every payment — visible in real-time. Not a monthly PDF. A live dashboard with telemetric data that most enterprises don't have access to in their own systems.
Real-time visibility across every touchpointThe model learns from every interaction. Each batch is smarter than the last.
Disputes are inevitable in enterprise collections. What matters is how fast — and how intelligently — they're resolved.
Nearly 40% resolved automatically by AI — no human intervention
| Without invoice access | With invoice access | |
|---|---|---|
| Resolution rate | 86% | 95%+ (projected) |
| Auto-resolved by AI | ~40% | 80%+ (projected) |
| Avg. resolution time | 48 hours | Under 1 hour |
| #1 bottleneck | Invoice requests stall indefinitely | Resolved instantly |
Across thousands of automated touchpoints — emails, phone calls, portal interactions — not a single Microsoft customer complained about the tone, the approach, or the experience.
"I like the tone of communications. There's a respectful tone... not one of them complained about the tone or the engagement. That's a testament to you guys."
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