coeo | SE is taking further steps towards becoming Sweden's leading debt collection agency. They are now launching Glenn 3.0 – the only AI-trained chatbot in Sweden's debt collection industry, designed to provide advice and support as good as a human contact. Glenn 3.0 has been developed in collaboration with the AI company Ebbot.
With the upgraded chatbot, customers can now manage their debt collection cases more effectively, at any time of the day, in a setting where they feel most comfortable.
– “Until now, our chatbot’s primary function has been to provide information and handle standardized processes, such as disputes. The chatbot has efficiently retrieved relevant details and answered questions, for instance, about when a consumer risks receiving a payment remark or asks for the terms for returning a product. The exciting news is that ‘Glenn’ is now fully stepping into the role of an advisor,” explains Pernilla Almström, CEO of coeo | SE.
Comprehensive training
To ensure reliable advices, coeo’s debt collection experts have supplied Glenn with extensive knowledge resources. The chatbot has been trained not only to understand the laws and regulations within debt collection but also to handle a wide range of scenarios and provide the best possible advice. Beyond offering guidance, Glenn can implement agreed actions and send confirmations to customers.
Glenn’s advancements were made possible through a close partnership with the AI company Ebbot, which contributed its deep AI expertise to ensure the chatbot adopts a humble, friendly, and constructive approach.
Pernilla Almström is confident that the quality of Glenn’s advice will match, if not exceed, the level of advice provided by his human colleagues. – “Of course, we invest in training new employees and ensure continuous professional development. However, the thorough and systematic training Glenn has gotten would be challenging to replicate with a human colleague. After all, humans can have bad days for various reasons. Glenn, as a chatbot, delivers consistent performance and will only improve with every case he handles.”
An option – not a requirement
For some, receiving a debt collection notice can be an emotionally challenging experience. Feedback from customers indicates that many appreciate the option to resolve their case without having to speak to another person. The ability to handle their case 24/7 is another benefit that’s appreciated. Of course, there are those who still prefer human interaction over communicating with a chatbot.
– “We also have a team of empathetic and skilled advisors. Our technological advancements are an option for those who appreciate it. If anyone rather wants to speak to a person, we are more than happy to accommodate that,” Pernilla Almström clarifies.
About coeo inkasso
coeo inkasso operates in seven countries and is one of Europe’s fastest-growing debt collection agencies. We combine state-of-the-art solutions with extensive expertise in debt collection.
With the support of our team of experts and the latest in AI technology, we deliver efficient and customer-focused debt collection services. If putting the customer first is your priority, partner with us – we strengthen the relationship between you and your customers
For more information:
Pernilla Almström
CEO, coeo | SE
Email: pernilla.almstrom@coeo-inkasso.se