We talked about AI in the contact centre: Recap of the first CX Brunch

As some of you may already know, last Thursday we hosted the first CX Brunch at our offices in Barcelona. And it was a huge success!

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.