Using AI to bring more humanity to debt collection – How coeo is rethinking the industry
An interview with Sebastian Ludwig, CEO of the coeo Group
Debt collection often has a bad reputation in the public eye – but Sebastian Ludwig, CEO of the coeo Group, wants to change that fundamentally. In an interview with journalist Helmut van Rinsum, he talks about how generative AI helps to manage debtors not only efficiently, but above all empathetically. His goal is not simply to “collect” debts, but to understand the people behind the files, treat them fairly, and thus build trust. Technology should support this process – but never replace people.
“Our approach is and will remain customer-centric,” Ludwig explains in the interview. ”But generative AI gives us new tools to communicate in an even more personalized and empathetic way.” coeos AI-supported systems use sentiment analysis to analyze the emotional state of the person they are talking to and adapt their communication in real time – by phone or text. This makes it easier to manage sensitive situations, avoid misunderstandings, and find realistic solutions together. The focus is clearly on a positive customer experience – day and night, around the clock.
At the heart of this digital transformation is the specially developed AI ecosystem cAI, which is much more than a chatbot. It is an adaptive, modular system that flexibly supports all receivables management processes. Ten specialized AI agents take on tasks ranging from customer dialogue and prioritization to analysis, ensuring efficiency, scalability, and customized customer solutions. coeo uses insights from behavioral research to identify communication patterns and respond with empathy. Instead of generic reminders, this creates a genuine dialogue – on an equal footing.
In an industry that is often associated with negative emotions, it is particularly important to break new ground, Ludwig continues: “We want to show that debt collection can also be fair, transparent, and solution-oriented.” AI does not replace human expertise, but rather complements it in a meaningful way. Complex or sensitive cases continue to be handled by experienced employees. “Empathy and genuine judgment remain irreplaceable – that's why people continue to be at the center of everything we do.”
In addition to further developing its technology, coeo is consistently working on internationalization. The first modules of the cAI system are already in use in other European markets. The real challenges lie less in the technology itself than in adapting it to country-specific legal frameworks. The issue of sustainability is also being actively addressed: by completely digitizing communication, coeo is significantly reducing paper consumption while optimizing the energy efficiency of its systems.
With a combination of modern technology, psychological sensitivity, and consistent customer focus, Sebastian Ludwig is pursuing a clear vision—rethinking debt collection: human, digital, and future-oriented.
Click here for the full interview.
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