doValue AI Cuts Human Contacts per Collection File 24%

On August 6, 2026, doValue S.p.A. (DOVXF) said on its second-quarter earnings call that its cAI platform in Germany reduced human-assisted contacts per file by 24% compared with the second half of 2025. The result points to lower labor input, but the company has not disclosed the corresponding cost savings.[1]

doValue S.p.A. (DOVXF) manages nonperforming loans and other credit assets for banks and investors, earning revenue from collection and asset-management services. Its coeo unit's proprietary cAI platform serves small-ticket, high-volume receivables in sectors including buy now, pay later, telecommunications, utilities, insurance, mobility and e-commerce. The system contacts debtors through digital and voice channels, processes inbound correspondence and documents, decides the next step for a case and closes it when no human involvement is needed. Cases that automation cannot complete go to a collector. The technology sits directly in the collection workflow, making it a core operating system.

From digital engagement to measured labor efficiency

cAI's development moved from the scale of digital engagement to the depth of case handling and then to measurable human input. On February 27, 2026, while doValue was still awaiting completion of its coeo acquisition, the platform was running AI-enabled interactions in six European markets and had delivered over 1 million completely digital customer interactions. That measure may also include ordinary digital self-service.[3]

After the acquisition was completed, a May 15, 2026 disclosure said that more than 17% of cases were resolved digitally, although digital resolution still cannot be treated entirely as AI processing.[2] By the August 6 call, the transcript's CHI and CAI references still pointed to the same cAI ecosystem. The latest metric began to measure the human contacts required for each file directly, while the platform's voice-agent and customer relationship management capabilities were also being extended into doValue's own markets.

The 24% reduction connects automation to collection costs

Management said human-assisted contacts per file fell 24% compared with the second half of 2025. The same file therefore required materially less human effort, which management explicitly linked to a lower cost to collect.[1] The metric measures human contacts per file in the German business. It does not mean that headcount, wage expense or groupwide costs fell by the same percentage.

The operating effect could flow into the labor component of collection service costs, whether classified in cost of revenue or operating expenses. If the same file volume requires less collector time, the cost to service each file could decline and operating profit could improve. However, the company did not disclose the absolute number of contacts, hours saved or the monetary value of the cost reduction. Profit during the period was also affected by coeo's consolidation and other cost-saving measures, so cAI's standalone contribution to operating profit or EBITDA cannot be isolated.

cAI now has a quantified labor-efficiency result, but its financial return remains a directional cost link. To establish a profit contribution, doValue would need to disclose the change in actual collection cost or working hours per file within the platform's scope and separate those savings from consolidation effects and other cost actions.

Application assessment

• Coeo CHI Automated Receivables Collection Platform | Business position: core operations | Deployment stage: limited production | Scope: single business unit | Value type: cost reduction

Sources

[1] Drillr · doValue S.p.A. (DOVXF) · August 6, 2026 · Earnings call

Human assisted contacts per file were down 24% versus the second half of 25. The same file now requires materially less human effort, which is what lowers our cost to collect.

[2] Drillr · doValue S.p.A. (DOVXF) · May 15, 2026 · Earnings call

reporting more than 17% of cases resolved digitally.

[3] Drillr · doValue S.p.A. (DOVXF) · February 27, 2026 · Earnings call

On the digital engagement and service quality, Coeo is running AI-enabled interaction across Germany, the UK, the Netherlands, Austria, Sweden, and Norway, delivering over 1 million customer interaction completely digital whilst maintaining excellent customer satisfaction metrics.