{"id":49452,"date":"2024-04-30T09:03:57","date_gmt":"2024-04-30T07:03:57","guid":{"rendered":"https:\/\/enreach.es\/?p=49452"},"modified":"2024-04-30T15:42:22","modified_gmt":"2024-04-30T13:42:22","slug":"challenges-of-ai-in-customer-service-summary-of-the-second-cx-brunch","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/challenges-of-ai-in-customer-service-summary-of-the-second-cx-brunch\/","title":{"rendered":"Challenges of AI in customer service: Summary of the second CX Brunch"},"content":{"rendered":"

Less than a week ago, we had the pleasure of hosting the second edition of the CX Brunch<\/strong> in Madrid, an event co-organised by the Webpilots Espa\u00f1a<\/a> team and ADAM<\/a>, with the support of the AEERC<\/a> and our media partners, Contact Center Hub<\/a> and Relaci\u00f3n Cliente<\/a>.<\/p>\n

THE IMPACT OF AI<\/span><\/strong><\/h2>\n

The day began with a welcome from our CEO, Alfred Nesweda<\/strong>, who highlighted the importance of artificial intelligence in the sector<\/strong>, noting that there are more and more AI solutions for the contact centre<\/a>.<\/p>\n

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“Every week I discover a new company offering AI solutions for the contact centre.”<\/p>\n

Alfred Nesweda<\/p>\n<\/blockquote>\n\"Alfred\n

Alfred Nesweda, CEO of Enreach ES, welcomes attendees to the CX Brunch by Enreach.<\/p>\n

This technology, which is now gaining significant momentum, could become a new business model and “new economy”<\/strong> in the future, as it is expected to contribute $15.7 trillion to the US economy by 2023<\/a>, according to PwC.<\/p>\n

SPANISH LEGAL<\/span> FRAMEWORK FOR AI<\/strong><\/h2>\n

Our CEO then handed over to Daniel Vida<\/strong>l, a lawyer and legal director of Webpilots Espa\u00f1a, who began his presentation by explaining the nature of AI and its rapid development.<\/p>\n

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“The train is leaving, and those who don’t catch it now may not be able to get on at the next station.”<\/p>\n

Daniel Vidal<\/p>\n<\/blockquote>\n

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<\/strong>, highlighting that a Royal Decree was issued as early as 2023 to oversee artificial intelligence<\/a> on Spanish territory, long before the AI Act was approved at the European level<\/a> last month.<\/p>\n\"Daniel\n

Daniel Vidal, Legal Director of Webpilots Espa\u00f1a, during his presentation at Enreach’s CX Brunch.<\/p>\n

Another piece of Spanish legislation that will regulate the use of AI in customer service<\/strong> is popularly known as the ‘3-Minute Law’<\/a>, which, once passed, will, among other things, limit phone hold times to three minutes and prohibit the exclusive use of auto-attendants or <\/strong>conversational bots to assist consumers<\/strong><\/a>, <\/strong>among others.<\/p>\n

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.<\/strong><\/p>\n

THE ROLE OF AI IN THE CONTACT<\/span> CENTRE<\/strong><\/h2>\n

The third and final presentation of the CX Brunch was a live demonstration of <\/strong>our virtual agent<\/strong>: EVA (Enreach Virtual Assistant)<\/a>.<\/p>\n

Led by Marc Brun\u00e9s<\/strong>, an AI specialist, and Jorge Garc\u00eda<\/strong>, Product Director, they were able to demonstrate how our virtual assistant works and is configured<\/strong> through a user case.<\/p>\n

Our AI solution for customer service was able to engage in a chat conversation<\/strong> with a fictional customer, recognise their problem<\/strong>, check the customer’s record<\/strong> in Salesforce, log the issue<\/strong> raised by the user and return the tracking number<\/strong> in a matter of seconds.<\/p>\n

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.<\/strong><\/p>\n\"On\n

On the left, Jorge Garc\u00eda, Product Director, and on the right, Marc Brun\u00e9s, AI Specialist, during the demonstration of Enreach AI.<\/p>\n

EVA has been programmed to follow the steps that any other agent would take<\/strong>, but in a fully autonomous manner, freeing operators from tasks where they do not add value<\/strong>, and allowing them to focus on providing a more personalised and humanised service.<\/p>\n

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<\/strong>, while those looking for a quick solution will marvel at the efficiency and immediacy of the bot.<\/strong><\/p>\n

EAGER TO KNOW MORE?<\/span><\/strong><\/h2>\n

Together with Webpilots Espa\u00f1a, we are preparing a whitepaper<\/strong> with the aim of sharing, free of charge, the main contents discussed during the two sessions of the CX Brunch.<\/p>\n

Subscribe to the blog<\/strong> and you will be the first to receive our report on the latest trends in AI in the contact centre.<\/p>\n

DON’T WANT TO MISS THE NEXT EVENT?<\/span><\/strong><\/h2>\n

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!<\/strong><\/p>\n