Christian Giehler, Managing Director of coeo Inkasso GmbH (Austria) and coeo Inkasso AG (Switzerland), explains how the introduction of cAI is revolutionizing business processes, making the debt collection process more efficient and precise and supporting employees and customers alike.

Editorial team: With the introduction of cAI, the coeo Group has created an AI system that is reshaping business processes. What specific changes and benefits do you expect to see in the various areas of the company as a result?

Christian Giehler: The introduction of cAI marks a milestone in our corporate strategy, as it raises efficiency, precision and customer focus to a new level.In key account management, we can use data-based analyses to offer customized solutions and provide timely, relevant feedback on the portfolio that is tailored to the individual needs of customers.In the debt collection process, AI enables a more precise assessment of debtors’ ability to pay and their behavior, which leads to higher success rates.

It also enables us to ensure a rapid and targeted response to the respective debtor concerns in order to follow the current trend towards convenience in the exchange of information. Internally, we benefit from the automation of many manual processes, which allows our employees to concentrate on more strategic and creative tasks. Overall, we expect an increase in efficiency, greater customer satisfaction and optimized use of resources in all areas of the company.

Editorial team: What role does AI play in communication with your customers and debtors?

Christian Giehler: AI helps us to establish clear, empathetic and more personalized communication with customers and debtors.By using cAI, we can adapt messages specifically to the respective context, which increases the likelihood of a positive response.For example, our system analyzes the optimal time and the most effective approach for making contact. At the same time, the human factor remains central: cAI serves as a tool to support our employees and give them valuable time for more complex conversations. The aim is to build trust, avoid misunderstandings and better understand the needs of all parties involved.

Editorial team: How do you ensure the quality and transparency of AI-supported decisions in the debt collection process?

Christian Giehler: Quality and transparency are essential for our trust in the technology and the trust of our partners and customers. Our AI systems are designed in such a way that they can document decisions in a comprehensible manner and provide clear justifications.In addition, cAI is controlled by operational management.We use regular audits and carry out strict quality controls to ensure that the algorithms are fair and unbiased. We also work closely with our data protection and compliance teams to ensure that all legal requirements are met. Close cooperation with our employees, who review and validate decisions, also guarantees a high standard.

Cover picture: © coeo Group / Christian Giehler