WORKING HAND IN HAND
THE SUCCESSFUL INTEGRATION OF AI AND HUMAN EXPERTISE

COEO

Artificial Intelligence (AI) is transforming the collections sector by enhancing operational efficiency and customer interactions. AI can also be used to streamline processes like risk assessment and customer engagement, leading to better outcomes.

It also supports agent development by automating repetitive tasks and complementing human expertise. Agents can leverage AI for real-time feedback and personalised training, continuously improving skills and performance. This symbiotic relationship ensures that innovation not only boosts efficiency but also fosters professional growth among staff. By combining AI and human expertise, the collections sector achieves greater effectiveness and adaptability.

COEO UK’S CENTAUR APPROACH

coeo UK employs a “centaur approach” to AI implementation, referring to the mythical horse-human hybrid. This strategy divides tasks between team members and AI, resulting in a workflow that is part human, part AI.

coeo UK employs a “centaur approach” to AI implementation, referring to the mythical horse-human hybrid.

Commercial director Ben Calvert explains, “We aim to augment our workforce by removing repetitive, time-consuming duties and allowing intelligence to be utilised in the best way. For instance, by automating processes such as agent audits, AI provides immediate feedback based on recorded transcripts. This allows our QA team to promptly address issues and offer personalised, data-driven training to agents.”

TRADITIONAL QA PROCESS

In coeo UK’s call centre, ensuring the quality of interactions is crucial for optimising customer experience. The QA team traditionally assesses call quality using a bespoke questionnaire and scorecard system called the QA portal. Specific questions evaluate calls, identifying areas for improvement. This process takes roughly fifteen minutes per call, providing a representative sample of coeo’s entire customer base. The feedback has consistently improved agent performance, turning every call into an opportunity for growth.

BREAKING NEW GROUND WITH AI

To enhance efficiency and accuracy, coeo UK has adopted a ground-breaking approach to scaling QA assessments using AI. AI algorithms now assess 100% of interactions, ensuring comprehensive evaluations. The QA team collaborates closely with the AI system to calibrate assessments, ensuring accuracy and reliability. This collaboration allows for the identification and resolution of issues more effectively, improving overall performance and customer satisfaction.

IMPACT BENEFITS OF AI IN QA

The integration of AI in QA processes offers numerous benefits, including scalability, accuracy, efficiency, and proactiveness. AI-driven evaluations reduce human errors and biases, streamline QA processes, and facilitate proactive issue identification and resolution.

FINAL WORDS FROM BEN CALVERT

“The utilisation of AI in QA represents a paradigm shift in the finance sector, optimising processes and enhancing outcomes for all stakeholders. By embracing AI as a complementary tool, financial institutions can unlock new opportunities for innovation and growth while preserving the invaluable role of human expertise in decision-making and customer engagement. This is how we’ve used artificial intelligence to improve our processes for the betterment of everyone, including our clients, staff, regulators, and all key stakeholders.”