The Customer Focus Summit 2025, organized by coeo, took place on April 9 and 10 in Vienna and attracted experts from various industries. The event focused on practical applications of artificial intelligence (AI) in customer service. Under the motto “AI in real life: Roadmap, Proof of Concepts & Fails,” high-profile speakers discussed how AI is changing the world of work.
A central topic of the summit was the use of AI in receivables management. coeo has already made remarkable progress with its in-house AI cAI: 50% of customer interactions are now handled autonomously by AI. This was particularly evident in a voicebot that automatically answers questions about installment payment agreements, thereby increasing efficiency. Sebastian Ludwig, CEO of coeo DACH, and Dr. Kevin Yam, CEO of cAI Technology, demonstrated how cAI converts speech into text in a matter of seconds, recognizes issues, and links them to internal systems – all in real time. This leads to a noticeable improvement in the customer experience.
However, the summit also made it clear that AI in business must be driven to success not only by technology, but also by good leadership. Nina Pütz, CEO of Parfumdreams, emphasized the importance of leadership in integrating AI and supporting employees through this change process.
Other exciting AI innovations were also presented, including autonomous wheelchairs and drone-based maintenance tasks at Vienna Airport, as well as AI-supported compliance tools in the financial sector. The summit thus demonstrated how AI is now being used in various industries as an indispensable tool for increasing efficiency and optimizing processes.
For coeo, AI is already an integral part of its corporate strategy. By outsourcing AI research to its subsidiary cAI Technology, the company aims to remain at the forefront of technological development and continuously optimize its AI solutions. The Customer Focus Summit 2025 underscored that AI plays a central role in digital debt collection and will continue to revolutionize customer management in the future.
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About the coeo Group
The coeo Group is the leading technology-based debt collection company in Europe. With a clear focus on combining pioneering AI and first-class customer service, coeo is setting new standards in the industry and continuously driving the optimization and further development of receivables management and all other business processes.
Press contact:
Julia Bernhard,
Senior Marketing & Public Relations Manager DACH