{"id":48954,"date":"2024-03-28T09:15:36","date_gmt":"2024-03-28T08:15:36","guid":{"rendered":"https:\/\/enreach.es\/?p=48954"},"modified":"2024-03-26T11:26:44","modified_gmt":"2024-03-26T10:26:44","slug":"artificial-intelligence-one-of-the-solutions-to-the-forthcoming-spanish-customer-service-law","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/artificial-intelligence-one-of-the-solutions-to-the-forthcoming-spanish-customer-service-law\/","title":{"rendered":"Artificial Intelligence: One of the solutions to the forthcoming Spanish Customer Service Law"},"content":{"rendered":"

Two weeks ago, we had the privilege of hosting the team from La Sexta News<\/strong> at our offices in Barcelona to discuss the forthcoming <\/strong>Spanish Customer Service Law<\/strong> and how Artificial Intelligence will help companies adapt to it.<\/a><\/p>\n

The recent approval of the Customer Service Law Project means that the new law will soon come into forc<\/strong>e, and hundreds of companies operating on Spanish territory will have to find mechanisms to avoid severe penalties.<\/strong><\/p>\n

Undoubtedly, the main challenge of the future regulation is how to serve 95% of customers in less than three minutes.<\/strong><\/p>\n

Considering that the average waiting time in energy companies is 16 minutes<\/strong> and insurance companies take between 6 and 36 minutes to answer a call<\/strong>, the transformation required in customer service is not trivial.<\/strong><\/p>\n

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“The average waiting time in energy companies is 16 minutes”. <\/span><\/p>\n

– La Sexta<\/span><\/p>\n<\/blockquote>\n

As our CFO, Lisandro Mora<\/strong>, rightly pointed out in the La Sexta interview, a quick way to end phone queues<\/strong> and comply with the law is through Manuel, the\u00a0bot that can queue up your customers<\/strong>.<\/p>\n

It is simple to use. When a user calls customer service, Manuel informs them of their position in the queue and gives them the option to press 1<\/strong> to stop waiting on the phone.<\/p>\n

Even if the call ends, the bot will continue to move positions in place of the customer.<\/strong> When Manuel reaches the first position, it makes a double call to connect the user to the available agent.<\/p>\n

For companies looking to focus agents on solving more complex queries<\/strong> and providing more personalised assistance to vulnerable consumers, there is a second solution: conversational AI bots.<\/strong><\/p>\n

As Lisandro also mentioned in the interview, customer service has the opportunity to use this technology to resolve up to 80% of simple queries.<\/strong><\/p>\n

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“AI can facilitate the resolution of up to 80% of simple queries.”<\/span><\/p>\n

– Lisandro Mora, CFO, Enreach Spain<\/span><\/p>\n<\/blockquote>\n

Conversational AI bots, which can handle written and verbal channels<\/strong>, are categorised as AGI (Artificial General Intelligence), meaning they can behave like humans but are not smarter than us.<\/p>\n

Contrary to any science fiction film, this type of AI cannot take over the world, but it can be trained to: understand a customer’s needs, query a database, schedule an appointment, read a manual, send an email with an invoice, etc.<\/strong><\/p>\n

In other words, conversational AI can take care of all these simple tasks, eliminating human error and freeing up operators to respond to the most common requests.<\/strong><\/p>\n

Finding the right balance is about using the minimum amount of AI with the maximum amount of humanity.<\/strong> By this we mean that bots will never be able to replace operators, but they will help them focus on tasks where they can add value.<\/p>\n

Explore the possibilities of artificial intelligence for customer service by calling us on +34 900 670 750<\/strong> or filling out this form.<\/p>\n