Artificial intelligence (AI) is revolutionizing customer service – but how can it be introduced without losing customer trust? In a recent interview, our Chief AI Officer (CAIO) Dr. Kevin Yam discussed the key success factors for integrating AI and outlined a clear path forward: strategic, modular, and customer-centric.
“AI must not be an end in itself”
Kevin emphasizes: “The introduction of AI should always be based on clear, strategic goals – not on the desire to follow a trend.” Companies need to decide early on whether to buy or build and measure ROI using concrete KPIs. The initial focus should be on quickly visible efficiency gains – such as automated responses to standard inquiries – in order to strengthen internal commitment.
Efficiency meets empathy
Kevin sees the greatest opportunities in combining increased efficiency with a smart approach to customer engagement. Today, AI can not only be available 24/7 and process inquiries in real time, but thanks to advanced technologies such as natural language processing and sentiment analysis, it can also respond empathetically and in a context-sensitive manner. “In sensitive accounts receivable management in particular, it is crucial that our AI not only understands what is being said, but also how it is being said,” says Kevin.
Quality assurance through modular architecture
Another key topic in the interview was the responsible use of AI, especially with regard to so-called “hallucinating AI.” To avoid misinformation, coeo relies on a modular AI architecture: Specific use cases – such as the automated processing of emails – are implemented in separate, precisely tested modules. Regular testing by subject matter experts and the use of Retrieval-Augmented Generation (RAG) further increase the quality of responses.
Trust through transparency and communication
Finally, Kevin emphasizes the importance of a clear communication strategy, both internally and externally. Customers need to understand when they are talking to an AI agent and what benefits it offers. At the same time, transparent support for the change process within the company is needed to create acceptance and leverage the full potential of AI.
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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
Public Relations DACH