Anyone who receives a payment reminder is rarely in a comfortable situation. Financial difficulties, uncertainty, and sometimes even shame: these are the circumstances in which debt collection communications are received. It is precisely here that it becomes clear whether AI in customer service truly represents progress or merely faster processes.

This question isn’t limited to accounts receivable management. Whenever companies automate processes today, they must also decide: How do we measure success? By processing times and costs? Or by how fair, understandable, and humane the interaction feels to the person on the other end?

What AI Does in Customer Service Today

In many service organizations, AI-powered systems already handle the majority of standard inquiries via chat, email, or voice. Shorter response times, a noticeable reduction in the workload on teams, and greater availability: the efficiency gains are real and measurable.

But the real value is only realized when speed meets quality. Consistent responses, intelligent handoffs to employees for complex or emotionally charged issues, and round-the-clock availability: these are the building blocks that transform AI from an automation tool into a true service enhancer. AI then becomes an amplifier of human work, not a replacement for it.

Personalization as a Growth Driver: An Example from the Retail Sector

An example from the British e-commerce sector shows that AI is particularly effective when it comes to human moments. At first glance, the greeting card provider Moonpig may seem like an unexpected example. But that is precisely what makes it so revealing: People who send cards are rarely making a purely transactional purchase. Birthdays, condolences, and congratulations during difficult times—these are situations where personalization isn’t just a gimmick, but the very essence of the product.

Moonpig has consistently leveraged AI to make exactly that possible: custom card designs, personalized messages, and relevant suggestions in real time. The results are remarkable. In the first half of fiscal year 2025, revenue rose by 6.7 percent to £169 million. The company returned to profitability after a loss of £33 million, posting a profit of £26.6 million. Today, about half of all shoppers use AI-powered features; two years ago, that figure was just two percent. The AI-based customer service resolves about one-third of all inquiries on its own, and customers actually rate these interactions higher than those with human employees.

What this means for other industries: AI creates real value when it not only streamlines processes but also enhances the experience for the people on the other end—whether in the UK greeting card industry or in European accounts receivable management.

Debt Collection: Customer-Centricity in Real-Time Conditions

With cAI, coeo has developed a modular AI ecosystem that supports the entire service process: from the automated capture and pre-structuring of inquiries to assisting employees with case handling. The use of AI in this context is always a matter of approach: the goal is not to replace human contact, but to help people find their way, explore options, and gain clarity more quickly.

In practice, this means that automation is used wherever it improves clarity and accessibility. Anyone who submits a request receives a clear, understandable response without having to wait for a callback. Anyone who needs options—such as a payment deferral or an installment plan—receives a transparent explanation of these options before a staff member takes over. And anyone in an emotionally difficult situation is not left to navigate automated processes on their own, but is directed to the appropriate person.

This approach changes how success in receivables management is measured. It’s not just about closed cases; it’s also about how reliable payment agreements are and how much trust remains in the process.

How can progress really be measured?

The question posed at the outset cannot be answered with a single metric. In practice, at least four factors come into play:

• Efficiency: shorter processing times, higher automation rates, and lower costs per contact.
• Growth: Contributions to revenue, conversion rates, and lower dropout rates.
• Quality: higher first-call resolution rates, consistent responses, fewer complaints.
• Fairness and humanity: clear communication, transparent decision-making processes, and the feeling of being treated with respect.

Many companies evaluate AI projects primarily based on the first two criteria. However, sustainable progress is achieved when quality and humanity are deliberately incorporated: clear language instead of technical jargon, understandable explanations instead of opaque logic, and solutions that are not only technically sound but also practical for people.

“The Measure of Progress”: The Question Behind Progress

AI makes these tensions more apparent because it measurably accelerates processes while simultaneously raising our expectations regarding accountability. The Customer Focus Summit 2026 addresses precisely this issue. Under the theme “The Measure of Progress,” decision-makers from business, academia, and civil society will come together. The central question is: What does customer-centricity mean in the age of automated systems?

On April 16, coeo will present a concrete, practical perspective on this topic live and in person in Berlin: How can AI be used in receivables management in a way that ensures efficiency and humanity are not at odds with one another, but rather reinforce each other?

The Customer Focus Summit #6 will be held in a hybrid format for the first time: live from Berlin with an in-person audience, and simultaneously available online for anyone who would like to join from home.

Cover image: © wpw