Niels von Hase: “AI increases efficiency - to the benefit of our customers”

10/10/2024

Niels von Hase: “AI increases efficiency – to the benefit of our customers”

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From the automatic prioritization of requests to the precise prediction of payment defaults: AI enables coeo to respond to debtors’ needs faster and in a more targeted manner. Niels von Hase, Group CFO at coeo, talks in an interview about how AI-based automation makes the debt collection process more efficient and leads to a better customer experience.

Editorial team: Artificial intelligence is specifically used in our debt collection process to improve the efficiency of individual work steps by...

Niels von Hase:
Based on all our knowledge, it offers intelligent automation of work steps and customer interactions at a level that was previously unavailable or unknown. For example, debtor inquiries can be automatically prioritized and processed according to their urgency, resulting in faster solutions and a better customer experience. AI also enables more precise prediction of payment defaults, which favors early action to avoid bad debt losses.

Editorial team: By using AI at coeo, we have achieved concrete successes and improvements, such as...

Niels von Hase:
The immediate availability of contact persons for incoming calls and the elimination of delays in correspondence. AI-supported systems have significantly reduced the processing time of inquiries and help us to automate recurring tasks such as the creation of installment agreements. This has not only enabled us to increase efficiency, but also improve debtor satisfaction as they receive answers and solutions more quickly.

Editorial team: AI can help save costs and increase profits by...

Niels von Hase: It dramatically increases our productivity and further enhances our competitiveness - to the benefit of our customers. By automating routine tasks, employees are relieved of monotonous activities and can concentrate on more value-adding tasks. At the same time, the use of AI reduces the error rate, which leads to lower costs for rework and higher revenues.

Coverimage: © coeo Group / Niels von Hase

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