76% of customers who have interacted with AI have had a positive experience: conclusions from the first Enreach Congress

Artificial Intelligence (AI) is already part of the daily lives of Spanish consumers, not only when they use Chat GPT for their countless queries every day, but also when they interact with companies’ customer service departments.

According to a recent study by Capgemini, 76% of customers who have interacted with AI have had a positive experience. And it’s no surprise! Access to information and speed of response are factors that already appeal to 64% of respondents to the consultancy’s survey.

“76% of customers who have interacted with AI have had a positive experience.”

These data, along with those presented below in this article, were the main topics we discussed at our first edition of the Enreach Congress last week.

Titled ‘AI Made Human: AI in Customer Service’, we kicked off the event to discuss revolutionary advances and trends in the technology that is changing the world: Artificial Intelligence.

Our CCO, Carlos Jiménez, one of the speakers, began his speech by saying that 2023 is the year of AI, and during his presentation he revealed some important data about the expansion and strategic importance of this technology.

For example, the latest Statista data announcing that the global AI market has already surpassed $500 billion, or the Deloitte report stating that companies can save up to 70% in costs thanks to Artificial Intelligence.

“Companies can save up to 70% in costs thanks to artificial intelligence.”

Finally, he also revealed to attendees that conversational AI in particular will reach $32.62 billion by 2030, according to Global Opportunity Analysis data.

It’s no coincidence that several analysts predict that of all the types of artificial intelligence available today, conversational intelligence will have the greatest future projection in the business sphere. Its ability to process natural language and voice recognition makes it the perfect technology to power chatbots and virtual assistants dedicated to customer service.

To put it to the test, we had a presentation by Marc Brunés, our AI specialist and product owner for omnichannel contact centres, who introduced a conversational AI called EVA. It is revolutionising customer service with features such as omnipresence, multilingual capability and customisable creativity.

Our latest measurements show that EVA has already resolved 52% of 200,000 cases out of 370,000 calls in internal training and customer service, and doubled the productivity of human agents by resolving 51% of 31,000 cases out of 60,000 calls.

“EVA has already resolved 52% of 200,000 cases out of 370,000 calls in internal training and customer service”.

By reducing the number of calls handled by agents and facilitating real-time transcription of conversations, EVA has contributed to 20% savings in contact centres, demonstrating its effectiveness in optimising business processes.

According to Alfred Nesewda, our CEO, “The many benefits of Artificial Intelligence, coupled with the widespread lack of knowledge in many organisations in the contact centre sector, were the reasons why we decided to address the topic of AI in this first edition of the Enreach Congress.

From the outset, this congress has had a clear purpose: to provide companies with a unique opportunity to learn from experts in the field of artificial intelligence and customer service, and to create a networking environment in which they can share their experiences and concerns.