Customer service on a whole new level

Our AI chatbot “Glenn” is revolutionizing customer service in the debt collection industry – providing 24/7 support and improving every single day.

As technology continues to evolve, generative AI is taking on an increasingly important role in customer experience. At coeo, we have integrated advanced AI solutions across different areas of our business to further enhance and tailor our services to meet our customers’ needs.

Customers expect to get help anytime, anywhere. By using AI, we ensure that we are always available to anyone who wants to get in touch with us. This approach reflects today’s demand for 24/7 support – and how technological advancements make it possible.

Improved communication with AI

With our AI chatbot Glenn, we’ve taken customer service to a new level, offering accessible, personal, and efficient support around the clock – in any language. It’s about creating a safe and inclusive experience – on the customer’s terms.

Axel Lindgren – Process Specialist at coeo – recognized the potential of our first chat solution. He took the initiative to look for better options and found Ebbot. He explains:

“They demoed their platform and it was exciting, even though AI hadn’t come very far at that time. ChatGPT had just been released. But we started building Glenn 1.0, where the goal was for customers to get answers to the most common questions and, for example, be able to upload a document. This also included input of laws connected to debt collection. After full-scale testing we were happy – and launched Glenn to the world.”

Axel continues:

“The next step was to implement more AI into Glenn. Now he’s a combination of predefined information and generative AI. Glenn handles around two-thirds of all incoming questions. When he can’t provide an answer, he helps set up a case that goes directly to an advisor. We also get insights into what kind of questions he needs help with, which gives us a great foundation for his continuous development.”

Efficient support

Glenn simply makes it possible for us to deliver faster and better service – something both we and our customers value.

“The biggest advantage of Glenn is that all customers can get help 24/7, every day. Even during office hours, it can feel uncomfortable to call and discuss personal finances with another person – in those cases it’s easier to talk to Glenn. He reduces a lot of anxiety for many people,” says Axel Lindgren.

Glenn is great – and only getting better

Instant help, multilingual support, and the ability to generate insights and data analysis are some of Glenn’s biggest advantages.

“All of these benefits are significant. But the most important are being able to meet the demand for immediate service – and the ability to get help in a language that feels safe,” says Axel.

The next step in Glenn’s development is for him to act as any other human advisor – for example, setting up installment plans or granting payment extensions.

“Glenn will always be in a development phase. We continuously evaluate what we can do next. We never stop improving – we’re always looking forward, trying to see what we can make better. We will never be done. Glenn is already a great tool, and it’s only going to get better,” Axel concludes.

About Ebbot

Founded in 2018, Ebbot is now one of Sweden’s leading platforms for Live Chat and Chatbot solutions. With long-standing experience in customer service, powerful integrations, and a user-friendly platform, Ebbot helps companies automate services at scale using generative AI. Today, the platform is used by major Swedish and international companies, as well as several energy providers and municipalities.

 

---

Press contact:
Malin Gustafsson
Marketing Coordinator
0722364876
malin.gustafsson@coeo-inkasso.se