{"id":48533,"date":"2024-02-27T11:10:31","date_gmt":"2024-02-27T10:10:31","guid":{"rendered":"https:\/\/enreach.es\/blog\/hablamos-sobre-ia-en-el-contact-center-resumen-del-primer-cx-brunch\/"},"modified":"2024-02-28T11:22:18","modified_gmt":"2024-02-28T10:22:18","slug":"we-talked-about-ai-in-the-contact-centre-recap-of-the-first-cx-brunch","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/we-talked-about-ai-in-the-contact-centre-recap-of-the-first-cx-brunch\/","title":{"rendered":"We talked about AI in the contact centre: Recap of the first CX Brunch"},"content":{"rendered":"\r\n<p>As some of you may already know,\u00a0<strong>last Thursday we hosted the first CX Brunch<\/strong>\u00a0at our offices in Barcelona. And it was a huge success!<\/p>\r\n<img decoding=\"async\" class=\"wp-image-48541 aligncenter\" src=\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/02\/cx-brunch-enreach-webpilots-ponencia-daniel-vidal.png\" alt=\"\" width=\"655\" srcset=\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/02\/cx-brunch-enreach-webpilots-ponencia-daniel-vidal.png 1184w, https:\/\/enreach.es\/wp-content\/uploads\/2024\/02\/cx-brunch-enreach-webpilots-ponencia-daniel-vidal-300x200.png 300w, https:\/\/enreach.es\/wp-content\/uploads\/2024\/02\/cx-brunch-enreach-webpilots-ponencia-daniel-vidal-1024x682.png 1024w, https:\/\/enreach.es\/wp-content\/uploads\/2024\/02\/cx-brunch-enreach-webpilots-ponencia-daniel-vidal-768x512.png 768w\" sizes=\"(max-width: 1184px) 100vw, 1184px\" \/>\r\n<p><span style=\"color: #808080;\"><em>Images of the event by Ruth Llaus\u00ed.<\/em><\/span><\/p>\r\n\r\n\r\n\r\n<p>In partnership with\u00a0<strong><a href=\"https:\/\/www.webpilots.com\/\">Webpilots Spain<\/a><\/strong>, and with the support of\u00a0<strong><a href=\"https:\/\/www.relacioncliente.es\/\">Relaci\u00f3n Cliente<\/a><\/strong>\u00a0and the\u00a0<a href=\"https:\/\/www.aeerc.com\/\">AEERC association<\/a>, we brought together leading\u00a0<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">contact centre<\/a>\u00a0professionals to discuss the\u00a0<strong>impact of Artificial Intelligence<\/strong>\u00a0in the sector.<\/p>\r\n\r\n\r\n\r\n<p>We invited\u00a0<strong>Daniel Vidal<\/strong>, lawyer and Legal Director of Webpilots Spain, to speak to us about\u00a0<strong>the<\/strong>\u00a0<strong>main challenges<\/strong>that contact centre operators must face when implementing this technology in their business.<\/p>\r\n\r\n\r\n\r\n<p>His presentation was based on\u00a0<strong>three main pillars<\/strong>: what is Artificial Intelligence, how is it applied in the contact centre and what are the legal issues involved in its implementation.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>WHAT IS ARTIFICIAL INTELLIGENCE?<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>It&#8217;s clear that AI\u00a0<strong>is everywhere<\/strong>, but do we know what it is? It is essentially\u00a0<strong>a<\/strong>\u00a0<strong>combination of techniques<\/strong>: Machine Learning, Deep Learning and Natural Language Processing.<\/p>\r\n\r\n\r\n\r\n<p>It is mainly used to\u00a0<strong>analyse large amounts of data, automate processes\u00a0<\/strong>and<strong>\u00a0generate content of all kinds.<\/strong><\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>HOW IS AI USED IN THE CONTACT CENTRE?<\/strong><\/h2>\r\n\r\n\r\n\r\n<p><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/\">Artificial Intelligence applied to customer service<\/a>\u00a0<strong>is often used as a virtual agent<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>Capable of\u00a0<strong>handling any channel<\/strong>, verbal or written,\u00a0<strong>in any language<\/strong>, and able to\u00a0<strong>recognise the customer&#8217;s intent and purpose<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>Once the\u00a0<strong>conversation flow<\/strong>\u00a0has been configured, the virtual agent is ready to\u00a0<strong>recognise the customer&#8217;s needs<\/strong>\u00a0and either\u00a0<strong>offer self-service<\/strong>\u00a0or t<strong>ransfer the conversation to a designated agent<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>Virtual agents can also be used to\u00a0<strong>assist agents during a conversation<\/strong>, either by\u00a0<strong>generating suggested responses or by providing data<\/strong>\u00a0to help resolve queries.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>WHAT LEGAL ISSUES DOES AI RAISE?<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>This technology is crucial not only for optimising contact centre services, but also for\u00a0<strong>meeting the legal requirements of the future Customer Service Spanish Law<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>AI will therefore be our main ally in\u00a0<strong>streamlining service processes, centralising ticket management, transcribing calls and being available 24\/7.<\/strong><\/p>\r\n\r\n\r\n\r\n<p>However, it will be necessary to keep in mind that\u00a0<strong>service companies will have to inform about AI processes in their general terms and conditions<\/strong>, according to the current and applicable\u00a0<strong>European<\/strong> <strong>Digital Services Regulation<\/strong>, and take appropriate measures to\u00a0<strong>comply with the GDPR<\/strong>.<\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>As some of you may already know,\u00a0last Thursday we hosted the first CX Brunch\u00a0at our offices in Barcelona. And it was a huge success! In partnership with\u00a0Webpilots Spain, and with the support of\u00a0Relaci\u00f3n Cliente\u00a0and the\u00a0AEERC association, we brought together leading\u00a0contact centre\u00a0professionals to discuss the\u00a0impact of Artificial Intelligence\u00a0in the sector.<\/p>\n","protected":false},"author":1,"featured_media":48531,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2141],"tags":[3110,5261,5161,3113,5144,3216,5163,5301,5304,5302,5146,5154,5303,5164],"class_list":["post-48533","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-ai","tag-barcelona-en","tag-call-center-en-2","tag-call-center-en","tag-contact-center-en-2","tag-customer-service","tag-cx-en-2","tag-cx-brunch-en","tag-event","tag-evento-en","tag-ia-en-2","tag-networking","tag-networking-3-en","tag-servicio-al-cliente-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>We talked about AI in the contact centre: Recap of the first CX Brunch - Enreach ES<\/title>\n<meta name=\"description\" content=\"As some of you may already know,\u00a0last Thursday we hosted the first CX Brunch\u00a0at our offices in Barcelona. 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