4 min
Less than two weeks ago, in a room full of professionals dedicated to customer experience, we took home an award that recognises the quality of our technology and our DNA of contributing to and enriching the contact centre sector.
Contact Center Hub and Peldaño hosted the 16th edition of the Platinum CX Awards, and this time, together with our client LEVEL Airlines, we stepped on stage to receive the award for Best TI Project in IVR and Self-Service.
The event was more than just a ceremony. It clearly showcased the qualitative leap the industry is experiencing: more participation, greater sector diversity, and more innovation. This consolidation reflects not only the sector’s growth but also the rising importance of Customer Experience (CX).
Compared to previous years, this edition made it clear that CX is no longer the sole concern of tech companies. Banking, insurance, professional services, tourism, retail, and energy are now fully part of a conversation that involves us all. In this shift, BPOs and tech partners continue to play a key enabling role.
BEST IT PROJECT IN IVR AND SELF-SERVICE
Within the Technology Innovation category, which recognises developments driven by new functionality and out-of-the-box thinking, we were honoured with the award for Best IVR and Self-Service Project.
Our Managing Director, Alfred Nesweda, and LEVEL’s Head of Customer Experience, Joan Martínez, accepted the award from Iván Villaescusa, VP of Global & Multilingual Accounts, and Carlos Arconada, Business Director at Atento.
Carlos Arconada, Business Director at Atento; Joan Martínez, Head of Customer Experience at LEVEL; Alfred Nesweda, Managing Director at Enreach; and Iván Villaescusa, VP of Global & Multilingual Accounts at Atento, during the award presentation for Best IT Project in IVR and Self-Service.
PROJECT WITH LEVEL: GENERATIVE AI, SELF-SERVICE & SALESFORCE
While the trophy has only recently taken its place on our shelf, the journey that led us to it began several months ago.
LEVEL, one of the country’s leading airlines, approached us with three very specific needs: automating responses to common queries usually resolved by agents via knowledge bases, speeding up the handling of more complex cases, and enabling self-service for flight bookings.
The aim was twofold: free agents from managing 100% of the queries so they could focus on more empathetic tasks, while also offering customers a faster and more efficient experience.
After assessing the viability of automating these processes, we proposed integrating generative AI into their voice and digital channels. This technology, implemented through voice bots and chatbots, delivers instant responses in the same tone and using the same internal knowledge as an agent would—particularly useful for automating frequent, yet time-consuming queries.
To achieve this, we designed a conversational flow capable of identifying the user’s intent using natural language processing (NLP)—in other words, the AI’s ability to understand and communicate in human language:
- For generic queries, the bot accesses LEVEL’s knowledge base in real-time and provides the correct answer.
- For complaints, it automatically creates a case in the CRM and emails the user with a reference number, preparing everything for the agent to step in if needed.
- For bookings, the bot connects with LEVEL’s management system to complete the process independently. If the user encounters any difficulty, an agent can seamlessly take over, ensuring no disruption to the CX.
While the tech behind the project is powerful, it goes beyond efficiency. It aligns with LEVEL’s philosophy of putting people at the heart of strategic decisions—enhancing both the customer and agent experience.
With nearly two decades of experience in the contact centre space and a specialist focus on artificial intelligence, we know how to pinpoint which interactions can be automated without compromising—and often improving—the experience. Automating high-friction processes not only eases the burden that can lead to agent burnout but also strengthens customer perception of the brand.
The strategy developed with LEVEL will significantly improve the day-to-day experience of FTEs, allowing them to focus on higher-value tasks, while at the same time offering users full autonomy to manage bookings and complaints across any channel, at any time.
To track the project’s success, we’ve set clear, measurable objectives that will help assess the effectiveness of our technology in their customer service teams.
These are the KPIs we aim to improve:
- +30% in calls handled per agent
- +25% in customer satisfaction
- +15% in cross-selling and up-selling
- +45% increase in productivity
- +40% in cost savings
EXPERTISE, TECHNOLOGY & HUMAN TALENT: OUR WINNING FORMULA
When a client wants to integrate GenAI, the first thing we do is understand their goals. From there, we define clear metrics to evaluate success once the technology is live.
As tech partners, our competitive edge lies in having our own proprietary contact centre software, allowing us to develop tailored solutions specific to each operation. And in our powerful and flexible AI solution, which integrates seamlessly with both our tools and the client’s systems.
But what truly sets our projects apart is our human talent. We have AI specialists with deep industry expertise, and an in-house development and product team that works under a philosophy of continuous improvement.
Thank you to LEVEL for placing your trust in us. This project is yet another example of the potential generative AI holds to transform contact centre operations. We continue to move forward, confident that this technology—when applied responsibly and effectively—will be a valuable ally for all customer service professionals.
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