{"id":54342,"date":"2025-06-24T09:40:41","date_gmt":"2025-06-24T07:40:41","guid":{"rendered":"https:\/\/enreach.es\/?p=54342"},"modified":"2025-06-26T12:19:43","modified_gmt":"2025-06-26T10:19:43","slug":"we-won-the-2025-platinum-cx-award-for-the-best-ti-project-in-ivr-and-self-service","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/we-won-the-2025-platinum-cx-award-for-the-best-ti-project-in-ivr-and-self-service\/","title":{"rendered":"We won the 2025 Platinum CX Award for the best TI project in IVR and self-service"},"content":{"rendered":"

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<\/strong> and our DNA of contributing to and enriching the contact centre<\/a> sector<\/strong>.<\/p>\n

Contact Center Hub<\/a> and Pelda\u00f1o<\/a> hosted the 16th edition of the Platinum CX Awards<\/strong><\/a>, and this time, together with our client LEVEL Airlines<\/a><\/strong>, we stepped on stage to receive the award for Best TI Project in IVR and Self-Service<\/strong>.<\/p>\n

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<\/strong>. This consolidation reflects not only the sector\u2019s growth but also the rising importance of Customer Experience (CX).<\/p>\n

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

BEST IT PROJECT IN IVR AND SELF-SERVICE<\/span><\/strong><\/h2>\n

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

Our Managing Director, Alfred Nesweda<\/strong>, and LEVEL\u2019s Head of Customer Experience, Joan Mart\u00ednez<\/strong>, accepted the award from Iv\u00e1n Villaescusa<\/strong>, VP of Global & Multilingual Accounts, and Carlos Arconada<\/strong>, Business Director at Atento.<\/p>\n\"Award\n

Carlos Arconada, Business Director at Atento; Joan Mart\u00ednez, Head of Customer Experience at LEVEL; Alfred Nesweda, Managing Director at Enreach; and Iv\u00e1n Villaescusa, VP of Global & Multilingual Accounts at Atento, during the award presentation for Best IT Project in IVR and Self-Service.<\/p>\n

PROJECT WITH LEVEL: GENERATIVE AI, SELF-SERVICE & SALESFORCE<\/span><\/strong><\/h2>\n

While the trophy has only recently taken its place on our shelf, the journey that led us to it began several months ago.<\/p>\n

LEVEL, one of the country\u2019s leading airlines, approached us with three very specific needs: automating responses to common queries<\/strong> usually resolved by agents via knowledge bases, speeding up the handling of more complex cases<\/strong>, and enabling self-service for flight bookings<\/strong>.<\/p>\n

The aim was twofold: free agents from managing 100% of the queries<\/strong> so they could focus on more empathetic tasks, while also offering customers a faster and more efficient experience<\/strong>.<\/p>\n

After assessing the viability of automating these processes, we proposed integrating generative AI into their voice and digital channels<\/a><\/strong>. This technology, implemented through voice bots<\/em> and chatbots<\/em>, delivers instant responses in the same tone and using the same internal knowledge as an agent would\u2014particularly useful for automating frequent, yet time-consuming queries<\/strong>.<\/p>\n

To achieve this, we designed a conversational flow capable of identifying the user\u2019s intent<\/strong> using natural language processing (NLP)\u2014in other words, the AI\u2019s ability to understand and communicate in human language:<\/p>\n