THE IMPACT OF AI

The day began with a welcome from our CEO, Alfred Nesweda, who highlighted the importance of artificial intelligence in the sector, noting that there are more and more AI solutions for the contact centre.

“Every week I discover a new company offering AI solutions for the contact centre.”

Alfred Nesweda

Alfred Nesweda, CEO of Enreach ES, welcomes attendees to the CX Brunch by Enreach.

This technology, which is now gaining significant momentum, could become a new business model and “new economy” in the future, as it is expected to contribute $15.7 trillion to the US economy by 2023, according to PwC.

SPANISH LEGAL FRAMEWORK FOR AI

Our CEO then handed over to Daniel Vidal, a lawyer and legal director of Webpilots España, who began his presentation by explaining the nature of AI and its rapid development.

“The train is leaving, and those who don’t catch it now may not be able to get on at the next station.”

Daniel Vidal

After this metaphor, he moved on to the topic of AI regulation, making it clear that Spain is a global leader in the regulatory field, highlighting that a Royal Decree was issued as early as 2023 to oversee artificial intelligence on Spanish territory, long before the AI Act was approved at the European level last month.

Daniel Vidal, Legal Director of Webpilots España, during his presentation at Enreach’s CX Brunch.

Another piece of Spanish legislation that will regulate the use of AI in customer service is popularly known as the ‘3-Minute Law’, which, once passed, will, among other things, limit phone hold times to three minutes and prohibit the exclusive use of auto-attendants or conversational bots to assist consumers, among others.

As a result of users’ bad experiences when calling customer service and wanting to speak to an agent, or at least a more advanced bot that understands their queries, this bill is the perfect opportunity to adopt technological solutions that enable quality self-service while reducing waiting times to zero.

THE ROLE OF AI IN THE CONTACT CENTRE

The third and final presentation of the CX Brunch was a live demonstration of our virtual agent: EVA (Enreach Virtual Assistant).

Led by Marc Brunés, an AI specialist, and Jorge García, Product Director, they were able to demonstrate how our virtual assistant works and is configured through a user case.

Our AI solution for customer service was able to engage in a chat conversation with a fictional customer, recognise their problem, check the customer’s record in Salesforce, log the issue raised by the user and return the tracking number in a matter of seconds.

On the other side of the spectrum, Enreach’s virtual assistant is programmed to leave a note for the agent with the incident alert, the ticket and the history of the conversation it had with the customer.

On the left, Jorge García, Product Director, and on the right, Marc Brunés, AI Specialist, during the demonstration of Enreach AI.

EVA has been programmed to follow the steps that any other agent would take, but in a fully autonomous manner, freeing operators from tasks where they do not add value, and allowing them to focus on providing a more personalised and humanised service.

We have no doubt that consumers who still prefer human contact will appreciate being assisted by a person who takes the time to listen to them, while those looking for a quick solution will marvel at the efficiency and immediacy of the bot.

EAGER TO KNOW MORE?

Together with Webpilots España, we are preparing a whitepaper with the aim of sharing, free of charge, the main contents discussed during the two sessions of the CX Brunch.

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La entrada Challenges of AI in customer service: Summary of the second CX Brunch se publicó primero en Enreach ES.

Images of the event by Ruth Llausí.

In partnership with Webpilots Spain, and with the support of Relación Cliente and the AEERC association, we brought together leading contact centre professionals to discuss the impact of Artificial Intelligence in the sector.

We invited Daniel Vidal, lawyer and Legal Director of Webpilots Spain, to speak to us about the main challengesthat contact centre operators must face when implementing this technology in their business.

His presentation was based on three main pillars: what is Artificial Intelligence, how is it applied in the contact centre and what are the legal issues involved in its implementation.

WHAT IS ARTIFICIAL INTELLIGENCE?

It’s clear that AI is everywhere, but do we know what it is? It is essentially a combination of techniques: Machine Learning, Deep Learning and Natural Language Processing.

It is mainly used to analyse large amounts of data, automate processes and generate content of all kinds.

HOW IS AI USED IN THE CONTACT CENTRE?

Artificial Intelligence applied to customer service is often used as a virtual agent.

Capable of handling any channel, verbal or written, in any language, and able to recognise the customer’s intent and purpose.

Once the conversation flow has been configured, the virtual agent is ready to recognise the customer’s needs and either offer self-service or transfer the conversation to a designated agent.

Virtual agents can also be used to assist agents during a conversation, either by generating suggested responses or by providing data to help resolve queries.

WHAT LEGAL ISSUES DOES AI RAISE?

This technology is crucial not only for optimising contact centre services, but also for meeting the legal requirements of the future Customer Service Spanish Law.

AI will therefore be our main ally in streamlining service processes, centralising ticket management, transcribing calls and being available 24/7.

However, it will be necessary to keep in mind that service companies will have to inform about AI processes in their general terms and conditions, according to the current and applicable European Digital Services Regulation, and take appropriate measures to comply with the GDPR.

La entrada We talked about AI in the contact centre: Recap of the first CX Brunch se publicó primero en Enreach ES.