Ophelos, Intrum’s AI-Native collections platform, is now live in six markets

With over a century of experience, Intrum is Europe’s leading credit management company. As the financial and regulatory landscape continues to evolve rapidly, we are adapting to meet growing expectations for digital-first, customer-centric services. A core part of that transformation is Ophelos, Intrum’s AI-Native collections platform for debt resolution.

Fully owned and operated as part of Intrum, Ophelos enables us to provide intelligent, personalised and scalable services. For customers, this means secure self-service and flexible repayment options. For clients, it delivers enhanced recovery outcomes, data-driven insights and improved cost-efficiency. For Intrum, it supports the evolution of our operations while remaining committed to ethical and sustainable debt resolution.

Ophelos is a fundamental part of our strategy and operating model. By combining our AI-powered technology with Intrum’s data and expertise, we are redefining how the industry supports both customers and clients.

A platform delivering measurable results

Since its integration, Ophelos has gone live in six markets: Belgium, the Netherlands, France, Spain, Ireland and the UK, with further expansion planned for 2025. In the Netherlands, early results demonstrate a 22% reduction in cost to collect, a 36% decrease in labour costs, and a 25% increase in recovery rates for amicable cases. These outcomes show how AI can streamline operations while enhancing customer engagement.

Intrum Belgium received the IvKM Credit Management Innovation Award 2025

On 27 March 2025, Intrum received the IvKM Credit Management Innovation Award 2025 at Credit Expo Belgium. The award recognises the group’s AI-Native approach to credit management – helping clients identify problem debt earlier, improving customer experiences and delivering actionable insights in real time.

Olivia, virtual assistant, live in Spain

Most recently, Intrum launched Olivia, a virtual assistant powered by Ophelos, in Spain. Olivia is designed to support customers by answering queries related to real estate via telephone. Initial results indicate that 70% of customer interactions are successfully qualified by the AI solution – offering strong potential for future expansion across markets and use cases.

This reflects the value of combining advanced technology with operational scale. We are already observing meaningful impact – improved customer journeys, streamlined processes for our teams, and stronger outcomes for our clients.

A strategic foundation for the future

Ophelos leverages machine learning, predictive analytics and intelligent automation. It provides a digital-first, data-driven experience that simplifies engagement and supports financial stability. For high-volume sectors such as telecommunications, utilities, and e-commerce, the platform facilitates entry into new markets through a modern, AI-led approach.

The platform is more than a technology enhancement – it represents a new way of working. As Intrum adopts Ophelos as a core operating model, we are positioning ourselves for long-term success:

• Reducing complexity and operational costs
• Delivering flexible, customer-friendly digital experiences
• Improving recovery outcomes and insight for clients
• Supporting scale and standardisation across markets

Our mission remains the same – to help individuals become debt-free and enable businesses to thrive. What is changing is how we deliver that mission. With Ophelos, part of Intrum, we are future-proofing our services for a digital and AI-driven world