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Guest article in DUP Entrepreneur Magazine by Dr. Kevin Yam, Chief AI Officer of the coeo Group
Artificial intelligence is considered one of the greatest drivers of innovation in our time, but not every project is a success. Studies show that only one in four AI projects currently pays off economically. The reason often lies not in the technology itself, but in a lack of strategic foundation.
“Many projects start amid the AI hype with high expectations but without precise metrics,” explains Kevin Yam, Chief AI Officer at coeo Group. “Without clear goals, it is impossible to assess whether a system delivers real added value – either economically or qualitatively.”
Small and medium-sized enterprises in particular often lack measurable criteria for monitoring success. Yet these are crucial for making the return on investment (ROI) or the increasingly relevant “return on intelligence” comprehensible. Relevant metrics depend heavily on the area of application – such as processing times, error rates, or customer satisfaction when it comes to process automation.
The coeo Group itself shows how this can look in practice: In its own AI research center, modules for specific tasks in receivables management were developed. One of these automates telephone communication with debtors – in 2024 alone, around 500,000 calls were processed via the system. “Small, clearly defined modules make it possible to quickly measure success and scale it step by step,” says Yam.
He emphasizes that AI is not an end in itself, but must be embedded in an economically sensible way. “The decisive factor is not whether a company uses AI, but how. Defining specific areas of application, setting realistic expectations, and working with clear key performance indicators creates the basis for sustainable success.”
About the coeo Group
The coeo Group is the leading technology-based debt collection company in Europe. With a clear focus on combining pioneering AI and first-class customer service, coeo is setting new standards in the industry and continuously driving the optimization and further development of receivables management and all other business processes.
www.coeo-group.ai
Press contact:
Julia Bernhard,
Senior Marketing & Public Relations Manager DACH
presse@coeo-inkasso.de