coeo Group Wins FinTech Award for AI-Led Receivables
coeo Group has been recognised as the winner of the FinTech Award at the Global FinTech Awards 2025, reflecting the company's work in digital receivables management.
The company specialises in combining AI tools with human oversight to handle debt collection and payment processes, with a model that emphasises fairness and customer experience.
Headquartered in Germany, coeo operates across seven European countries and manages over five million claims.
The company combines the capacity and competence of a corporation with the flexibility of a medium-sized company and the spirit of a fintech start-up.
coeo Group embodies intelligent and digital receivables management and combines knowledge with experience, enacting it through man and machine.
The company has developed cAI, a modular ecosystem of ten AI modules that handle receivables management and cross-industry business processes.
cAI is described as the intelligent nervous system of the coeo Group, combining cutting-edge technology with human expertise to create a holistic AI platform that thinks, learns and decides alongside users.
Processing at Scale Through Automation
The platform's performance metrics demonstrate adoption across operations.
Over 1.2 million incoming emails have been processed since August 2024, with around 45% fully automated and answered at case conclusion.
Voice Agent systems have taken over 500,000 calls and, since Q4 2024, have been taking over all incoming calls with a validation rate of over 70%.
The Analytics Engine module processed over 18,000 bailiff invoices by the end of Q1/2025, with 90% processed entirely via AI.
In receivables management, the system achieves over 85% success rates in the B2C sector, supported by AI-based segmentation and automated decision-making.
Customer feedback shows over 80% customer satisfaction with a Google rating of 4.5 stars.
Regulatory Framework and Compliance
coeo implements compliance measures throughout platform development.
The entire IT infrastructure, including AI components, is regularly reviewed through ISO 27001 certification by TÜV Rheinland.
The platform uses role-based access concepts, documented data flows and standardised deletion and retention policies in accordance with GDPR requirements.
Modules such as the Decision Navigator and Quality Sentinel rely on explainable AI components, with decision paths made traceable through logging and analysis to ensure the quality and transparency of communication.
The platform allows specific adaptation to different regulatory frameworks through configurable decision logics that can be based on industry-specific standards.
Communication That Adapts to Context
A defining feature of cAI involves analysing tonality, mood and emotions in customer interactions.
The system processes information from emails and phone calls, adapting responses accordingly to create individualised communication.
This approach is relevant in receivables management, where recognising situational subtleties shapes how customers are addressed.
Coeo also focus itself on dedication to the ESG.
CO₂ reduction has been achieved through digital communication and logic automation, with indirect emissions falling from 4,725 tonnes in 2021 to 2,047 tonnes in 2023.
Paperless processes and elimination of physical mailings contribute to meeting ESG standards.
coeo has evolved into Europe's leading tech-driven debt collection company through early and company-wide adoption of AI, along with the creation of its own AI lab.
The company maintains an international presence with facilities in seven European countries.
