Frank Kollack:
As one of the first in the industry, we at coeo have been successfully using artificial intelligence in various processes for many years. As we recognized the enormous potential of the additional opportunities offered by generative AI early on, we made the topic a top priority last year. We introduced a separate management division and were able to recruit the proven AI expert Dr. Kevin Yam. Together with him, we have developed a comprehensive strategy. However, it was important to us not only to engage in theoretical considerations, but also to achieve the first visible results as quickly as possible in order to once again underline our innovation leadership in the industry. As it was very difficult to estimate where in our processes AI could provide support, we opted for a modular approach in our strategy. We want to think broadly in a wide variety of directions and not just focus on internal processes or specific target groups, for example, but think and develop as freely as possible in all directions. The coeo workforce is also actively involved in development and encouraged to contribute ideas for the use of AI in their own daily work, for example through the internal suggestion scheme. There is also a broad-based training program to involve everyone in the company, ensure a uniform standard of knowledge and reduce fears of contact.

However, it quickly became clear that although we have a great deal of bundled debt collection know-how on board, we still lack expertise in the field of AI. We therefore decided to set up our own AI team in Berlin, one of Germany's innovation hubs. In our AI Lab, we quickly set up an interdisciplinary team that works closely with the teams at our other national and international locations to focus exclusively on the implementation and further development of our AI strategy. Shortly after the launch, we were able to present the first results in productive use in record time. The best-known example of this is our virtual agent cAI, which has been greeting and authenticating callers on our hotlines since the summer of this year.

We are convinced that we have taken the optimal path to make the best possible use of the full innovation potential of artificial intelligence in the future by quickly testing it in practice and continuously developing it further while incorporating feedback from our employees, contacts and partners.