At the beginning of the new week, coeo | DE launches the first two fully self-developed genAI modules focussing on the processing of requests, both in writing and by telephone. These will significantly improve customer support.
Written interactions are recorded in real time based on genAI upon receipt and processed directly for certain concerns. In such cases, the process is processed fully automatically in the system. Availability 24/7 and a response time of just a few seconds are guaranteed. For example, a request for an instalment payment sent to coeo by email or post is processed and confirmed in real time. This is a first in the industry!
coeo is also the first debt collection company in the world to offer genAI-based voice supportvia the debt collection hotline, using the latest LLM models from OpenAI (Chat GPT 4.o) and in collaboration with Microsoft. It is much more than a rule-based bot as we have known it for a long time. The digital agent from coeo takes on context-related tasks independently, such as master data authentication in the hotline, pre-sorting requests and the corresponding routing in the first step. In the next stage of expansion, telephone debtor enquiries are processed on a case-by-case basis.
At coeo, we are working intensively on further developing our AI strategy and tapping into the potential for optimising all business processes. As a pioneer in the European debt collection market, we are already using specific AI tools designed by our development team in the AI Lab.
Contact for queries
coeo Inkasso GmbH
Sarah Lehmann
Head of Marketing & Public Relations
Phone.: +49 2133 2463-0
presse@coeo-inkasso.de