In an interview with FAZ, our Chief AI Officer, Dr. Kevin Yam, impressively demonstrates how we are setting new standards with generative AI in receivables management.
coeo sets new standards in receivables management: With the establishment of its own AI research center, the company is consciously pursuing a path that few medium-sized companies in Germany are taking.
Instead of relying on external “AI-as-a-Service” providers, coeo has brought 16 highly qualified AI developers and four project managers in-house to develop tailor-made solutions that are precisely tailored to its own processes.
“AI requires a different culture than that found in traditional medium-sized companies,” explains Dr. Kevin Yam, Chief AI Officer at coeo since January 2024. “We wanted to give this work its own organizational home – with its own structures, clear processes, and an AI-specific setup.” This vision gave rise to cAI-Technology GmbH, a subsidiary of coeo Group GmbH, which is responsible for both strategic direction and operational implementation.
Impressive results in a short time
Today, 60% of all accounts receivable inquiries can already be processed fully automatically by AI-supported chat and voice bots – without human intervention. These systems are multilingual, deeply integrated into the company's IT, and can even control case closure processes independently.
Since the launch of the AI initiative, over 1.5 million customer interactions have been handled by the in-house AI – with an error rate of less than 0.5%. At the same time, no relevant incidents such as so-called “hallucinations” have occurred. To minimize risks, all AI responses and decisions are backed up by internal business rules, database comparisons, and plausibility checks.
“We were able to reduce response times from several days in some cases to just a few minutes. And since the AI can respond to multiple emails at the same time, efficiency has increased enormously,” emphasizes Dr. Yam.
More than just efficiency: focus on customer orientation
A particular advantage in the debt collection business is that the bots respond in an emotionally neutral manner, thereby helping to de-escalate situations. Even complex or sensitive cases are handled objectively and in a solution-oriented manner, leading to a more constructive dialogue between debtors and coeo.
State-of-the-art technology architecture
The AI solution is based on an agent-based ecosystem in which specialized expert modules—for example, for speech processing, data extraction, dialogue control, and result validation—work closely together. Phone calls are first transcribed and then processed by the AI models. This modular architecture enables the flexible integration of new functions and the continuous optimization of existing processes.
Attracting and retaining talent
The demand for qualified AI developers is high, especially since tech giants such as Meta and Google offer astronomical salaries. coeo is therefore pursuing a different strategy: a clear vision that shows that AI projects here do not get stuck in the concept phase, but are transferred to real business operations. “For many developers, this is a decisive argument for joining our team,” says Yam.
The result is an internationally positioned team of developers, supplemented by local coordinators in the various national companies of the coeo Group.
With this initiative, coeo proves that technological innovation and customer focus in debt collection are not only compatible, but can together shape the future of the industry.
You can find the entire article here.
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.
Press contact:
Julia Bernhard,
Senior Marketing & Public Relations Manager DACH