Jules Sharples, Head of Change Management at coeo UK, challenged a long standing norm in collections with a simple but powerful insight: the biggest inefficiency is not what customers say, but how long they wait. In her keynote, she highlighted how millions of customers call simply to make a payment or set up an arrangement, yet are funnelled into queues for tasks that do not require human expertise. The result is a system that slows down resolution while limiting the time agents can spend on complex and sensitive cases. 

Rethinking efficiency without losing empathy

Sharples outlined how coeo is tackling this challenge by introducing a virtual voice agent designed to handle routine interactions seamlessly. Rather than replacing people, the goal is to remove friction from simple processes and free up advisors to focus on meaningful conversations. Early results show reduced queue times, improved service levels, and greater capacity to support customers who need empathy, understanding, and tailored solutions. 

AI handling the predictable so humans handle the important

At the core of this approach is balance. The technology operates within strict guardrails, recognising when to escalate to a human and ensuring vulnerable customers receive the right support. As customer expectations shift towards self service and flexibility, especially among younger generations, Sharples made it clear that offering choice is key. By combining efficient automation with human expertise, the collections sector can deliver better outcomes while building stronger, more trusted customer relationships.