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.

Subscribe to the blog and you will be the first to receive our report on the latest trends in AI in the contact centre.

DON’T WANT TO MISS THE NEXT EVENT?

Keep up to date with our upcoming events by filling in the form below. We will let you know in advance so you can book your seat!

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

In this article, you’ll find the essential software to help you carry out the day-to-day tasks of running a contact centre and, most importantly, to drive continuous improvement.

1. CONTACT CENTRE SOFTWARE: COMMUNICATIONS

It’s impossible to imagine a customer service team without contact centre software to communicate with customers by phone, chat, email, WhatsApp… Or without a dashboard for supervisors to measure service levels, or an agent panel to respond to customers.

Contact centre software is essential.

2. CUSTOMER MANAGEMENT PROGRAMME: CRM, ERP OR TICKETING

It’s essential to have a programme for managing customers, from their contact details to contracted services, communications, call notes, etc. This solution can be a CRM, an ERP or a ticketing tool, depending on the needs of the call centre.

3. BUSINESS INTELLIGENCE TOOLS: DATA-DRIVEN DECISIONS

Using data extracted from contact centre software, these programs allow you to create dynamic reports in real timeand visually track and analyse large amounts of data.

4. SPECH ANALYTICS PROGRAMME: CONTINUOUS IMPROVEMENT

With a focus on continuous process improvement, quality management tools use technologies such as artificial intelligence and conversational analysis to analyse all interactions that take place in the customer service centre. They are used to streamline audits and work on continuous improvement.

5. SPEECH ANALYTICS SOFTWARE: CONVERSATION ANALYSIS

Using recordings stored in your contact centre programme, these tools make it easy to listen to and analyse millions of calls and chats.

6. CAMPAIGN MANAGER: AUTOMATIC DIALLER

Important: this programme is only necessary if a contact centre makes outbound calls. 

Autodialers free agents from having to manually dial each digit of a phone number, increasing call time and the volume of calls they handle each day.

Request a demo by calling our team of experts on +34 900 670 750 or using the chat box below.

La entrada 6 software every contact centre should have se publicó primero en Enreach ES.

In fact, research firms like Grand View Research and Market Research Future still forecast more than 20% annual growth in global UCaaS sales, topping $210 billion by 2028 globally. What will continue to drive such a high increase? Here are the drivers for the rise of UCaaS, as well as the key trends to watch in 2023.

6 UCaaS Trends to Watch Out For in 2023

1) Goodbye Legacy Systems. Hello Cloud!

In the pandemic, many organizations accelerated their cloud migration plans to allow their Work From Home (WFH) environments to thrive. In this way, companies discovered the many benefits of cloud-based infrastructure, and many have since expanded their cloud migration plans. Thus, according to Gartner, more than half of business spending on IT will move to the cloud by 2025.

As organizations further reap the benefits of cloud environments, they are abandoning on-premises hardware and early VoIP systems that lack the reliability and modern security measures necessary to meet customer expectations and compliance regulations. Additionally, businesses have realized that UCaaS reduces the burden on IT departments and enables greater flexibility, security, and cost savings. These benefits have prompted companies to seek a complete migration to the cloud and abandon already outdated legacy systems.

2) Cybersecurity Will Be Key

As part of the trend towards hybrid work environments, BYOD (Bring Your Own Device) is now common practice. Employees download company apps to personal devices, creating new challenges for IT staff managing potential vulnerabilities. As a result, telecommunications providers will increasingly invest in cybersecurity measures to prevent cyber attacks and address more sophisticated customer security requirements, such as SSO (single sign-on) and TLS (transport layer security).

3) AI Will Take Advantage of Customer Experience and Efficiency Gains

Artificial Intelligence (AI) has become incredibly sophisticated in areas like natural language processing, decision-making, and predictive analytics. When this functionality is combined with UCaaS, AI can deliver greater personalization across the entire customer experience (CX) to improve user interactions. For example, AI-based communication tools such as chatbots or voicebots can answer customer questions and provide step-by-step instructions to resolve call center queries.

Starting in 2023, enterprises will increasingly adopt AI-powered UCaaS features to take advantage of new efficiency and productivity gains. For example, Artificial Intelligence enables the conversion of voicemail messages to text messages, automates note taking during meetings, and improves workflows.

4) Mobile Integrations

UCaaS adoption has grown rapidly due to its ability to allow employees to work remotely, regardless of location or device. Today’s mobile-dominated workforce requires integration with iOS and Android devices to ensure seamless mobile calls, texts and emails. That same workforce expects messaging integrations with CRM tools and mobile voice integration with ERP and more efficient management tools.

5) 5G and Work From Anywhere

The Work-From-Home (WFH) model only works if people have access to constant and reliable connectivity. Wi-Fi fueled the WFH model during the pandemic, but now it is morphing into Work From Anywhere (WFA). Thus, it is expected that in 2023 5G will allow employees to access communication services in the cloud from anywhere and on any device.

6) Consolidation of Providers and Services

Rather than invest in technological innovation, a faster and more cost-effective way to acquire new services and capture greater market share is for providers to participate in mergers and acquisitions. In this regard, increased M&A activity is expected across the spectrum of UCaaS providers in 2023, driven largely by the need to fill gaps in service offerings or consolidate resources to increase profitability.

For example, UCaaS providers are seeing increased opportunities to add Communications Platform as a Service (CPaaS) space and/or expand their Contact Center as a Service (CCaaS) offerings. Gartner predicts that 95% of global enterprises will use CPaaS functionality by 2025. Additionally, while CCaaS has been popular with SMBs for several years, we will see higher adoption rates among large organizations, motivating vendors to acquire or expand their CCaaS offerings.

Similarly, UCaaS customers will make similar changes. During the pandemic, businesses turned to essential services like phone and video communication. Now, hybrid work is expected to be the default by 2024, pushing organizations to consolidate their communication providers. While some use Zoom or Microsoft Teams for specific services, organizations are increasingly demanding a comprehensive and scalable ecosystem of UCaaS services from one provider capable of meeting all their needs.

In conclusion, 2023 will mark the beginning of a deeper focus on cloud migration, cybersecurity measures, Artificial Intelligence, 5G and mobile integrations, and further consolidation of providers and services. UCaaS will maintain its superiority over legacy on-premises communication systems. It will gain even more momentum as organizations consolidate their post-pandemic work environments and look for resources that will ease the burden on IT and offer cost savings over legacy options.

La entrada 6 UCaaS Trends to Watch Out For in 2023 se publicó primero en Enreach ES.